The Regulator of Social Housing 
requires all registered housing providers to conduct tenant perception surveys to generate and report Tenant Satisfaction Measures (TSMs).
We use a company called Acuity to survey residents for us. They will ask you 12 questions set by the government and a few other follow up questions for ISHA. You can choose to be identified or keep your answers anonymous. We use the information to help improve our services, and to understand how we are performing compared with other landlords.
If you receive a phone call, please take a moment to answer the questions and let us know how we’re doing.
What are tenant satisfaction measures?
TSMs are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.
The TSM standards comprise 22 measures: 14 management information measures and 12 satisfaction measures. They cover five key themes alongside an additional measure for overall satisfaction with landlord services:
1. Keeping properties in good repair.
2. Maintaining building safety.
3. Respectful and helpful engagement.
4. Responsible neighbourhood management.
5. Effective handling of complaints.
