Tenant Satisfaction Measures
What are the Tenant Satisfaction Measures?
The Regulator of Social Housing has created a new set of Tenant Satisfaction Measures (TSMs) from the financial year 2023-24 and onwards. These assess how well social housing landlords are doing at providing good quality homes and services. There are 12 measures against which we will be asking for feedback from our customers. The 12 measures look at six areas: overall satisfaction; keeping properties in good repair; maintaining building safety; respectful and helpful engagement; effective handling of complaints, and responsible neighbourhood management.
Although the 12 TSMs are new, you may have taken part in one of our previous telephone surveys that are completed by an independent company called Explain. They have been asking many similar satisfaction questions about the service you receive from Raven for years. This information is already regularly used to monitor how we are performing and whether we are delivering against our service offer. These surveys do mean that we are already meeting the regulatory requirement in many of these new TSM areas.
Following the publication of The Charter for Social Housing Residents – Social Housing White Paper (2020) by the government, the Regulator of Social Housing have created a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services. Amongst other things, this includes a set of tenant satisfaction measures. Following consultation with landlords and customers, these measures were confirmed in September 2022.
You can read the full TSM questions here. You can find out more about how we collect the TSM surveys here.
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