Posted on 01 August 2024
We’ve published our first set of Tenant Satisfaction Measures, a new way for customers to understand our performance
Based on a benchmarking exercise we carried out in February 2023, our first set of Tenant Satisfaction Measures (TSMs) show that tenants’ overall satisfaction has improved by 7%, and shared owners by 15%, in the past 18 months.
“It’s incredibly important to listen to customers and to turn that feedback into actions that deliver service improvements they can see and feel,” said Neal Ackcral, our Chief Operating Officer.
“TSMs, introduced by the Regulator of Social Housing in April 2023, are a new way of gathering feedback, by measuring customers’ perception of our overall performance as a landlord. This means they’re different to the other satisfaction measures we use; those are based on direct feedback from customers after they’ve received a service from us.”
An independent research company interviewed nearly 3,000 customers between November 2023 and March 2024, mainly on the telephone and via online surveys. Tenants and shared owners were asked 12 standard perception questions (similar questions are asked by all landlords), covering things like how we repair and maintain homes, if we listen and respond to customer feedback, and their overall satisfaction with our services.
The TSMs also include a report on how we manage homes and services in ten areas, including: building safety compliance checks, complaints and anti-social behaviour.
“These results give a benchmark from which we can improve and are in-line with other large housing providers in London and the south of England.” Neal said.
“We’re committed to using these results and other customer feedback, to continue to our focus on putting customers first.”
You can view our TSMs on the Customer Involvement pages, where you can also find answers to some frequently asked questions about the new measures, including details on how we surveyed customers, and the survey questions.
We’ll also be publishing the TSMs in a number of documents and in a range of formats, so they’re accessible to everyone. The Regulator will publish the TSMs for all registered providers in 2024.