In Take Five we’ve previously taken the opportunity to showcase to you how we are performing through the customer service standard.
We used the standard to identify what elements of our service are most important to our customers, and to understand how we were delivering on each of them. Sharing this information with you has provided insight both where we are doing well, and where we can still improve.
However now, we are changing what we report on. We’re going to be using Tenant Satisfaction Measures to report to you on how we’re performing.
The Government has introduced a new way to check if social landlords in England are doing their job right, called Tenant Satisfaction Measures. The aim is to make the performance of social housing landlords visible and easy to access.
What are Tenant Satisfaction Measures?
There are 22 in total and all social housing providers must report on them.
The TSMs cover the following key areas:
- Overall satisfaction
- Keeping properties in good order
- Maintaining building safety
- Safety checks
- Respectful and helpful engagement
- Effective handling of complaints/ASB
- Responsible neighbourhood management
The TSM’s are gathered including surveys from you, our customers. We’ve been collecting this data from April 2023 and will be sharing the outcome with you once we have a whole year of data.
In Take Five we’ve previously taken the opportunity to showcase to you how we are performing through the customer service standard.
We used the standard to identify what elements of our service are most important to our customers, and to understand how we were delivering on each of them. Sharing this information with you has provided insight both where we are doing well, and where we can still improve.
However now, we are changing what we report on. We’re going to be using Tenant Satisfaction Measures to report to you on how we’re performing.
The Government has introduced a new way to check if social landlords in England are doing their job right, called Tenant Satisfaction Measures. The aim is to make the performance of social housing landlords visible and easy to access.
What are Tenant Satisfaction Measures?
There are 22 in total and all social housing providers must report on them.
The TSMs cover the following key areas:
The TSM’s are gathered including surveys from you, our customers. We’ve been collecting this data from April 2023 and will be sharing the outcome with you once we have a whole year of data.
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