Our performance

Tenant Satisfaction Measures (TSMs)

TSMs have been introduced by the Regulator for Social Housing to assess how well social housing landlords are doing at providing good quality homes and services.

TSMs provide tenants with greater transparency about their landlord’s performance when it comes to keeping homes in good repair, maintaining building safety, ensuring respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.

To ensure we’re meeting the requirements of the TSMs we’ve gathered customer feedback on our performance through independent market research companies called Prevision Research Ltd and ARP Research Ltd who've carried out customer satisfaction surveys on our behalf.

Our TSM performance​

We’re committed to providing clear and easy to understand information about how we’re performing, what customers are telling us and how we’re using this feedback to improve our services.   

TSM quarterly updates: 2024/25

Every quarter we'll be providing a summary of our performance against all TSMs. You can access these below:

TSM summary 2023/24

Each year, we’ll share an annual summary of our performance against the Tenancy Satisfaction Measures (TSMs), showing our results over the last 12 months.