TSMs: your first full year of feedback
As you may recall from recent editions of Talk, last year the Regulator for Social Housing introduced the Tenant Satisfaction Measures (TSMs), a combination of customer feedback collected through surveys and data from social landlords about the homes they manage.
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The Regulator has asked housing providers to report TSM results covering 1 April to 31 March. We must report the results to them by 30 June. The reporting has to meet strict requirements to make sure the feedback is transparent and accurate, and so our performance can be compared to that of other social landlords. The Regulator will publish results this autumn, identifying trends and issues across the housing sector.
Reporting on the TSMs is part of the Regulator’s Consumer Standards. These Standards are designed to protect tenants and improve the service they receive. Amongst other things they help to ensure tenants’ homes are well maintained and safe, landlords listen to tenants’ complaints, and they know enough about the condition of every home and the needs of the people who live in them.
If you’re a regular Talk reader, you’ll know that we’ve already given you updates on the survey scores collected so far. We do this here and also via a dedicated page on our website. You can view the full year's results here.
What do the results tell us?
The scores are lower than we’d like in some areas which give us a great place to continue to focus. We are carefully sifting through all the feedback you have given us through the TSMs to look at other specific areas of our service we need to work to improve.
In the autumn will also have a clear idea of how other housing associations are performing in comparison. We will hopefully be able to work with other associations to understand what they are doing differently and share best practice.
What’s next?
We are looking at what the data tells us to make an action plan for service improvements, or areas to delve deeper into. We will be able to give you more information about the plans we have for this in the next edition of Talk.
Thank you!
If you were contacted by IFF and took part in the feedback, thank you!
IFF Research carries out the survey on our behalf – if you receive a call or email from them, we’d be grateful if you would take part. The more customers we can hear from, the more insight we’ll have into what’s important to you, so that we can make informed decisions and changes.