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5 minute read time
What are Tenant Satisfaction Measures and how can they help improve our service?
Written by Herman Khosah, marketing advisor
In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (also known as TSM). This means we now need to collect and publish information on repairs, safety, and complaints.
To collect this information, our customer insight team will send surveys to help us gather feedback. These surveys will cover Tenant Satisfaction Measures, our customer promise, repairs and more.
How will you receive surveys?
If you receive a survey from us, it could be from a company called Research Resource or sent using a tool called Survey Monkey. You may also receive calls from a 0141 number so we can collect your feedback over the phone.
What are Tenant Satisfaction Measures?
These are a set of measures which:
- Let you see how well we are doing
- Help us improve
What do the Tenant Satisfaction Measures cover?
- Customer satisfaction
- How we are keeping homes in good repair
- How we are keeping homes safe
- How we are delivering respectful and helpful engagement
- How we are handling complaints
- How we are dealing with anti-social behaviour
- Responsible neighbourhood management
If you do receive a survey, please take time to complete it. We read all the comments made and the feedback you provide helps us improve our services.