We want customers' experiences with our services to be positive and empowering from start to finish. And we want to know if we’re meeting this ambition by finding out how satisfied they are.
What are the Tenant Satisfaction Measures?
The Regulator of Social Housing (RSH) has set out a new set of tenant satisfaction measures (TSMs) designed to see how well landlords like us are doing at keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.
From April onwards we must collect data as part of a new system developed by the Regulator of Social Housing to assess how well we’re doing at providing good quality homes and services.
The measures are aimed at helping improve standards for people living in social housing, by:
- Providing visibility, letting tenants see how well their landlord is doing. And enabling tenants to hold their landlords to account
- Giving the Regulator insight into which landlords might need to improve things for their tenants
How are we reporting on the Tenant Satisfaction Measures?
From next Spring we’re set to report on how we’re performing against each of these areas so that’s why we’ve appointed independent social and market research agency, IFF Research to carry out our 2023 tenant perception measures survey on our behalf. We’re working with them so they can do what they’re best at, and we can keep focused on delivering our services.
We’ll have a trial run in February, and we’ve asked independent social and market research agency IFF Research to help us do this. The questions we’ll ask will be the same ones that all other social housing providers will ask their tenants. This trial run will help us make sure our systems and communication are both ready for the full perception survey, which will be carried out from April until December 2023.
How are we responding to the Tenant Satisfaction Measures?
The introduction these satisfaction measures require us to:
- Collect and report performance from April 2023
- Annually submit our performance to the RSH from June 2024
- Annually publish our performance including how we meet the Regulator’s requirements from September 2024.
We’re futureproofing our business by delivering a distinctive service model that is agile and delivers the consistent high-quality service standards that attract and retain customers. That’s why our Customers First Strategy will drive our response to a new set of standards known as the tenant satisfaction measures (TSMs).