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 – 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.   

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. 

Our payment performance 2023/24

The chart below shows our monthly payment performance statistics.

The chart below shows the average time taken to make payments.

Notes

• We are currently unable to publish our statistics in relation to interest payments.
• Please note that included within these statistics are direct debit payments and payments made on corporate credit cards.
• It can take up to 10 working days for the supplier to receive payments made on corporate credit cards.