Ensuring we deliver what matters to you
Tenant Satisfaction Measures Survey
We are committed to listening to our tenants and using your feedback to improve the services we provide.
Over the coming months, some tenants may be invited to take part in our annual Tenant Satisfaction Measures (TSM) survey managed by our external partner Kwest. The survey gives tenants an opportunity to share their experiences of our Council Housing Management Service and tell us what we're doing well and where we can improve.
We encourage everyone who is invited to take part. Your feedback helps us understand what matters most to tenants and supports our ongoing commitment to delivering high-quality housing services. Every response contributes to building a clearer picture of tenant satisfaction and helps ensure that tenants' voices are at the heart of the decisions we make.
Tenant Satisfaction Measures (TSMs) are a set of measures introduced by the Regulator of Social Housing to help assess how well landlords are performing and how satisfied tenants are with the services they receive.
The survey gives tenants the opportunity to tell us about their experiences of our housing services, including repairs, communication, neighbourhood management, building safety and overall satisfaction with their landlord.
All social housing landlords are required to collect and publish TSM results each year.
We want to understand what it's like to be a tenant.
The survey helps us measure satisfaction with our services, identify areas where we are performing well and highlight where improvements may be needed.
Most importantly, it gives tenants a direct opportunity to influence how services are delivered in the future. By sharing your views, you can help us understand what matters most to residents and where we should focus our efforts.
Not every tenant will be contacted.
To make sure the survey reflects a broad range of views and experiences, participants are selected from a representative sample of households across our housing stock.
If you are invited to take part, we encourage you to complete the survey. Every response helps us build a more accurate picture of tenant satisfaction and better understand the issues that matter most to residents.
No. Taking part in the survey is entirely voluntary.
However, we hope that everyone who is invited to participate will consider sharing their views. Every response helps us improve services and better understand the experiences of tenants.
We carefully review the feedback we receive and use it to identify trends, strengths and areas for improvement.
Your responses help us understand what's working well, where we can do better and how we can improve services for tenants in the future.
If you tell us that you would like to be contacted about an issue you have raised, your comments may be shared with the relevant service area so that your concerns can be reviewed and, where appropriate, followed up.
Yes.
Survey responses are treated confidentially and handled in accordance with data protection legislation.
Individual responses are not published. Results are reported collectively so that no individual tenant can be identified from the published findings.
The results help us understand how tenants feel about the services we provide and where improvements may be needed.
We use the findings to help shape service improvements, monitor our performance, inform future priorities and ensure that tenant feedback is helping to influence the decisions we make.
The results also help us meet our regulatory requirements as a social housing landlord.
Once the survey is complete, we will publish our Tenant Satisfaction Measures results on our website.
This allows tenants to see how we are performing across a range of measures and understand how feedback is helping to shape service improvements.
Taking part is entirely voluntary.
Choosing not to participate will not affect your tenancy or any services you receive from us.
However, we hope that everyone who is invited to take part will consider sharing their views, as every response helps us improve services for all tenants.
Further information about Tenant Satisfaction Measures can be found on the Regulator of Social Housing website.
