Our TSM scores
Every year we collect feedback from customers about how we’re doing and then publish the results as part of our Tenant Satisfaction Measures (TSMs). These measures are important to us because you give us an honest and true picture of the service you receive from us. We can then use this information to improve what we do and how we do it.
To make sure we heard from as many people as possible we conducted the survey in three ways:
- Voice, our anonymous customer feedback platform
- Phone
Because questions are based on your experience over the past year, not all questions were asked to all respondents. For example, if you didn’t raise a repair during the last year, you weren’t asked about your satisfaction with our repairs with our repairs service.
Our 2024 Tenant Satisfaction Measures (TSM) results:
60.3%
Overall
satisfaction
59.1%
Satisfaction with repairs service
51%
Time taken to complete your repair
58.9%
Provides a home that is well maintained
68%
Provides a home that is safe
47.3
Listens to your views and acts upon them
55.2%
Keeps you
informed
64.7%
Treats me fairly and with respect
22.7%
Approach to complaints handling
47.9%
Keeps communal areas clean/ maintained
40.5%
Makes a positive contribution to your neighbourhood
38.4%
Approach to handling antisocial behaviour
You can find out more about our TSMs here.
