We measure how well we do when it comes to providing good quality homes and services to you, and as part of this we regularly ask you to share your views, so we can understand what we’re doing well and what we need to do to improve. This means we can focus on the improvements that matter to you.
Here you can find out more about how we’re doing, along with information on some of the factors behind our results.
From April 2023, the Regulator of Social Housing introduced new performance measures for all housing associations called Tenant Satisfaction Measures (also known as ‘TSMs’). These measures help you to understand how well we’re doing when it comes to providing good quality homes and services.
There are 22 measures in total and you can find out more about these on the Government's website. The information for 12 of these measures is collected by asking customers for their feedback directly, the other 10 from management information. To learn more about our approach to the perception survey see here. To see the survey and questions asked see here.
Customers told us they wanted us to share results for the following measures:
To help you understand our TSM results, you can find out more about our target repair timescales in our Repairs Policy in the publications section of our website. This also includes information on what we consider to be an emergency or routine repair.
Results are broken down so we can understand how customers in rented homes view our performance compared to the experience of shared owners.
Results are broken down so we can understand how customers in rented homes view our performance compared to the experience of shared owners.
Our results help us to understand how satisfied our customers are with our services. By analysing our results we can see that repairs, communication and customer experience have the greatest impact on overall satisfaction. It’s also clear from our results that shared owners are less satisfied than renters. We are addressing these results and additional feedback from customers, and we’re making changes to help improve our services. You can find out more about some of the improvement projects we’re progressing.
As we continue to carry out our TSM surveys and collate data for the TSMs, we’ll be able to track our performance over time and identify any seasonal trends. We’ll provide more information and commentary on this here.
Every complaint received is an opportunity for us to learn and do better. We analyse data from our complaints to understand what aspects of our service are leading to dissatisfaction and why. We then use this information to help shape our improvement plans.
Here’s a breakdown of the reasons why customers raised complaints in the period April 2023 to March 2024. We’ve grouped these according to complaints relating to the home and complaints relating our services.
Read our Annual Complaints Performance and Service Improvement Report (April 2023 – March 2024) here.
Click here to find out more about how we’re learning from your feedback and the improvements we’re making in response to you sharing your views, our complaints data and TSM scores.
