Tenant Satisfaction Measure (TSM) summary: 2023/24
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.  Â
Each year, we’ll share an annual summary of our performance against the Tenancy Satisfaction Measures (TSMs), showing an average of our results over the last 12 months. Our results for 2023/24 are detailed below.
Overall customer satisfaction
Respectful and helpful engagement
Maintaining building safety
Keeping properties in good repair
Effective handling of complaints
Responsible neighbourhood management
Our performance
As part of our commitment to transparency, we're keen to share our performance statistics with our customers and stakeholders
Surveying customers: our approach
A detailed explanation of the methodology used to gather our TSM results
Sample survey questions
An overview of the questions our independent market research specialists use in our customer surveys
Updated: 30 May 2025