Tenant Satisfaction
Measures

The Regulator of Social Housing makes sure all housing associations like Amplius are run well.

They have introduced Tenant Satisfaction Measures (TSMs) to see how well landlords like us are delivering quality homes and a good customer service.

The TSMs focus on five key themes:

1. Keeping properties in good repair
2. Maintaining building safety
3. Respectful and helpful engagement
4. Effective handling of complaints
5. Responsible neighbourhood management

You can find our more about the TSMs on the gov.uk website: Tenant Satisfaction Measures

How do we get the TSM scores?

There are 22 TSM measures and 10 come from information we hold in our systems on our day-to-day work.

The other 12 come directly from an annual survey. To make sure we heard from as many of you as possible, we ran the survey in three different ways:

• Voice – our anonymous feedback platform
• Telephone
• Email

You can find out more about how we did the survey in our summary of approach document and see the questions we asked.

These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.

We had a great response this year, with 1,084 of you taking part.

Our scores for 2023/24

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Keeping properties in good repair

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Maintaining building safety

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Respectful and helpful engagement

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Effective handling of complaints

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Responsible neighbourhood management

LCRA= Low-Cost Rental Accommodation customers – LCHO= Low-Cost Home Ownership customers

Because the 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 service.

We can see that we have work to do to improve the levels of overall satisfaction. You can read more about the work we’re doing to make improvements here.