We have published our Tenant Satisfaction Measures annual performance on our website. Here we share an overview of the results.
Introduced by the Regulator of Social Housing (RSH), the Tenant Satisfaction Measures (TSMs) are a standardised way to check how well social housing landlords meet resident needs.
TSMs cover important areas like property repairs, building safety, complaints handling, resident engagement, and neighbourhood management.
They help residents see how their landlords are performing and hold them accountable. In addition to helping us improve how we deliver our services to you, TSMs also serve to improve services across the wider housing sector.
TSM perception survey
The perception survey is based on what over 2,500 randomly selected residents* thought about the service they received, and how they feel we are doing. Here we share some key findings and how these compare to the previous year.
- We are pleased to see continued improvements in overall resident satisfaction, from 61% in our first year of surveys, to 64% last year, up to 66% this year.
- Satisfaction with complaint handling has remained steady at 26%. We know we have a way to go to improve our complaints processing and hope to see improved performance in coming years.
- Improvements of around 3 to 5%, are also seen for how satisfied tenants are that their home is safe, that we listen to tenants and act, and that we make a positive contribution to the neighbourhood.
For more information and updates, please visit myclarionhousing.com/TSM.
*these figures are based on social tenants, data for shared owners can be found on our dedicated TSM page.
