Our Performance

The Group track a wide range of performance indicators to ensure that services are delivered in line with customers’ expectations and our Corporate Plan 2023-2026. Where performance changes, interventions and reviews take place to solve the problem, read more in our Customer Annual Review 2022-23. Performance is monitored at all levels of the organisation and is scrutinised by involved residents who work within our governance structure. They make recommendations for areas of improvement or further review by our Scrutiny Group and other panels.

Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing. They show and compare information on areas such as repairs, safety checks and complaints. Tenant Satisfaction Measures:

  • enable tenants to scrutinise their landlord’s performance
  • give landlords insight about where they can improve
  • provide a source of intelligence to the regulator about whether landlords are meeting regulatory standards

There are 22 Tenant Satisfaction Measures, covering five themes. 10 of these are management information reported by the landlord, and 12 are measured by carrying out tenant surveys.

TSM Tenant Survey Results 2024

2,917 residents shared their thoughts on our services in our Tenant Satisfaction Measures survey 2024. Every year, social housing providers have to do these surveys to check how well they’re doing, based on rules from the Regulator of Social Housing.

Residents told us they’re most happy with three areas:

  • our repairs service
  • we provide a safe home
  • we treat people fairly and with respect

Our results this year are similar to last year’s. We’ve also included the latest numbers from the Regulator of Social Housing so you can see how we compare to all housing providers. We’ve compared our numbers to the average.

“Thank you for your feedback. We’re using it to make improvements to how we deliver services that are important to you.” Paul Seymour, Executive Director, Customers and Communities.

If you have any questions about this survey, please read our FAQ section.

TSM Management Information 2023-24

Statistics and icons showing our performance as a landlord for the year 2023-24

 

TSM Tenant Survey Results 2023

During August and September 2023, our Tenant Satisfaction Measures survey was completed by over 2,100 customers. Thank you to everyone who did the survey. Your feedback will help us know what to focus on so we can continue to improve our services.

Tenant Satisfaction Measures (TSM) results

 

Tenant Satisfaction Measures 2022 Results

Have a look at our Tenant Satisfaction Measures 2022 results. If you'd like to find out how we did the Tenant Satisfaction Measures survey, read our FAQ.