Tenant Satisfaction Measures
What are the Tenant Satisfaction Measures?
Tenant Satisfaction Measures (TSMs) are one of the ways The Regulator of Social Housing checks how we’re doing as a social housing landlord 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.
Telephone surveys by Explain
We work with an independent company called Explain who call a random selection of customers each month to ask them our Tenant Satisfaction Measures (TSMs) questions. We really appreciate you taking the time to answer this call and answer the questions. Not only do your answers give us a good picture of the experience you’re receiving from us, they are a regulatory requirement.
Explain has recently moved offices and the new number they’re calling from is 0191 823 9030. Please save this number so you can be sure it’s Explain calling on our behalf, if you’re selected.
You can read the full TSM questions here. You can find out more about how we collect the TSM surveys here.
For more information, please see…