We measure our performance against the Consumer Standards and Tenant satisfaction measures (TSM’s)
This is a regulatory requirement that came into force in April 2024 and combines annual performance information and the results of our annual perception survey.
We send the TSM survey to tenants on the 1st year anniversary of their tenancy. If you would like to complete a survey, click here.
The feedback from the tenant satisfaction survey helps us to understand what is important to our tenants and how we can improve our services.
Our Tenants' Voice Group and consultations exercises we undertake with tenants help us to review the feedback we receive, gain more insight and involve tenants in finding solutions and improvements. Find out how you can get involved here.
What are the consumer standards?
The regulator for Social Housing set regulatory standards that define the outcomes that landlords must deliver against. You can read more about them here.
We are measured on:
- The Safety and Quality Standard
- The Transparency, Influence and Accountability Standard
- The Neighbourhood and Community Standard
- The Tenancy Standard.
Safety & Quality Standard
This standard outlines the key outcomes we aim to achieve to ensure the safety and quality of tenants' homes. This includes the condition of our homes, their overall quality, health and safety, repairs, maintenance, planned improvements, and adaptations.
Related Polices
Repairs Policy
Adaptations Policy
Alterations Policy
Damp Mould and Condensation Policy
Voids Policy
Hoarding Policy
Transparency, Influence & Accountability Standard
This standard highlights our commitment to transparency, influence, and accountability. This includes meeting the diverse needs of our tenants, treating them with fairness and respect, sharing information, engaging with tenants about our services and performance, handling complaints, setting expectations, and explaining how tenants can hold us accountable.
Related Polices
Income management Policy
The Neighbourhood and Community Standard
This standard ensures that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes. This includes the safety of shared spaces, cooperation with local partners, creating safer neighbourhoods, and addressing domestic abuse.
Related Polices
Neighbourhood management
Tenancy Standard
This standard ensures the fair allocation and letting of homes, as well as how tenancies are managed and ended by landlords. This includes home allocations and lettings, tenancy sustainment and evictions, tenure, and mutual exchanges.