Tenant Satisfaction Measures (TSMs) survey
If you’re selected, you may be invited to take part by email, phone, or post. This helps us hear from a wide range of customers, whether or not you’ve recently been in touch with us.
All housing associations are required to ask their social housing residents a standard set of questions set by the Regulator of Social Housing (RSH). Using the same questions across all landlords helps customers, and the Regulator, see where landlords are performing well and where improvement is needed.
We have to submit our results to the Regulator and publish them for customers to see every year. In June 2025 we published our 2024/25 results in our Customer Annual Review, which you can read here. And we’ll publish our 2025/26 results on our website later this year. Please keep an eye out for these.
Our TSM survey is carried out independently by a market research company called TLF Research, on our behalf, in line with regulatory requirements.
The first round of surveys will run from the beginning May until the end of June. If you receive a phone call or an email, we’d really appreciate you taking the time to share your views.
We analyse all the feedback we receive to understand trends and recurring issues. This insight helps shape our ongoing improvement work across services.
We welcome all feedback – knowing where things haven’t gone well helps us to focus on what needs to change.
Last year, you told us that we need to:
- Complete repairs that haven’t been finished
- Improve the quality of repairs
- Make it easier to contact us
In response, we’re focusing on improving our repairs customer journey – making it easier for you to diagnose and report repairs (especially through your online account), and ensuring repairs are completed as quickly as possible and done right first time.
Feedback shared through the TSM survey helps us identify common themes and areas for improvement, but it isn’t treated as an individual complaint. If you want us to look into an issue formally, you can find out more in this article.
TLF Research will only use your contact details to carry out the survey and for no other purpose. All information shared with them is encrypted and handled in line with UK data protection laws, including GDPR and the Data Protection Act 2018.
TLF Research stores customer information securely and deletes it after 12 months. If you’d like to know more about them, you can visit their website here.
Taking part is completely optional.
If you’re contacted by phone, the caller will always check that you’re happy to participate. If you’d prefer not to, just let them know and they’ll remove you from the contact list for this year’s survey.
If you receive the survey by email and don’t wish to take part, you can either ignore the email or contact TLF to be removed from their list for this year.
TLF may still contact you even if you have a ‘Do Not Survey’ marker on our systems, as the Regulator requires landlords to give all customers the opportunity to share their views.
Your feedback is important to us, so we really appreciate you taking the time to share your views. If you have any questions, please get in touch. For further details on how you can provide feedback, visit our Feedback page.
