How do we collect this information?
Of the TSMs, we collect 12 from an annual survey of tenants and 10 are measured by us directly from our management information including things like the number of complaints we have received, and the number of repairs completed in target timescales.
The Regulator of Social Housing set out what they need from all providers to make sure the data we report on is collected in the same way to allow for comparison.
For each of the TSMs we align with the regulator's specific description and calculation method as documented in the regulator's Technical Requirements.
Our satisfaction survey is undertaken on our behalf by an independent specialist research company. It allows us to find out how our customers feel about the services we provide.
Each year, a random sample of tenants will receive an invitation to take part in the survey either by telephone or online. The results help us to understand how we're performing and develop service improvement priorities. The survey makes sure that all TSM Tenant Survey Requirements are met. This covers things like the survey question wording, response options, and questionnaire flow.
The last survey was undertaken in November 2024