Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.
The measures focus on five key themes:
- Keeping properties in good repair;
- Maintaining building safety;
- Respectful and helpful engagement;
- Effective handling of complaints;
- Responsible neighbourhood management
SHP carries out over 2,000 satisfaction surveys a year with residents. This year, we’re looking to increase this further because your feedback is vital to us and services we deliver.
We use an independent company called Service Insights Ltd, who work on behalf of Housemark, to carry out the surveys. They tell us, everything you say, the good and the bad. We use this feedback to improve the services we provide and the quality of your home. Service Insights Ltd make calls from a landline number from the London area (0208). If they call, they'll explain who they are and ask if you're happy to complete a survey regarding SHP. It's completely up to you whether you'd like to take part in the survey, but your feedback is really valuable to us so we can improve the services you receive.
Your survey responses are not shared with any other organisations or used for marketing purposes, and you can choose to remain anonymous if you'd prefer. We hope you can take part in the survey if Service Insights do call you.
Whilst we don’t get everything right all the time, your feedback tells us we’re improving. This is because we are LISTENING and ACTING upon what you tell us. Below is a snapshot of some of the results - If you took part in this survey, we would like to take this opportunity to thank you for your time as your feedback will help us to make informed changes to the services we provide to you.