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Tenant Satisfaction Measures

Tenant Satisfaction Measures

New Tenant Satisfaction Measures' (TSM) were introduced by the Regulator of Social Housing (RSH) in April 2023. They are a new way for social housing tenants to understand how their landlord is performing against key service areas in comparison with other housing providers, as every social housing provider must now collect and publish and same information on important service areas like repairs, safety, and complaints handling.

There are 22 TSMs covering areas these key areas, 12 of these measures come directly from customer feedback surveys.

We started to collect the TSM data from 1 April 2023, and we reported our first year performance to both the regulator and customers in Summer 2024.  The regulator will publish the results in Autumn 2024. Part of this is to share what we’ve learned, and any actions that we are taking as a result.

Our commitment to the Tenant Satisfaction Measures

How our customers feel about the services that we provide is essential to us and our continuous improvement. Before the TSM framework was introduced, we were already conducting regular customer feedback surveys, including the STAR survey, to hear how were performing from our customers' perspective.

Ahead of a national inspection roll-out, and to demonstrate our commitment to tenants and communities, in January 2022, Torus volunteered to take part in the Regulator of Social Housing (RSH) pilot programme to help test how it inspects performance against the new regulation and how the changes would work in practice.

The TSMs are an integral part of the RSH’s new proactive Consumer Regulation, which is designed to ensure the social housing sector is well-governed, transparent, and accountable to tenants, and able to deliver quality homes that meet a range of needs.

In place from April 2023, the RSH requires all registered social landlords to report in the same way, making it easier for social housing tenants to understand how landlords are performing against the key services that matter most.

If you want to know more about why the government have introduced the Tenant Satisfaction Measures, you can find more information on their website on the buttons below.

TSM Summary

Easy Read Version

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Tenant Satisfaction Measures – the results are in!

Check out the quarterly and overall results for 2023/24. Including the 2023/24 Headline Report.

TSM Performance

What do the TSMs measure?

There are 22 tenant satisfaction measures, covering five themes. 10 of these will be measured by us (the landlord) directly, and 12 will be measured by us carrying out surveys with tenants. (All landlords must ask tenants the same 12 questions).


Theme 1: Keeping Properties in Good Repair

What we will ask customers to feedback on (via the TSM survey):

  • Satisfaction with repairs
  • Satisfaction with time taken to complete most recent repair
  • Satisfaction that the home is well maintained

What we will measure:

  • Homes that do not meet the Decent Homes Standard
  • Repairs completed within target timescale

Theme 2: Maintaining building safety

What we will ask customers to feedback on (via the TSM survey):

  • Satisfaction that a tenant's home is safe

What we will measure:

  • Gas safety checks
  • Fire safety checks
  • Asbestos safety checks
  • Water safety checks
  • Lift safety checks

Theme 3: Respectful and helpful engagement

What we will ask customers to feedback on (via the TSM survey):

  • Satisfaction that we listen to tenant views and act upon them
  • Satisfaction that we keep tenants informed about things that matter to them
  • Agreement that we treat tenants fairly and with respect

Theme 4: Effective handling of complaints

What we will ask customers to feedback on (via the TSM survey):

  • Satisfaction with our approach to handling complaints

What we will measure:

  • Complaints relative to our size as landlord
  • Complaints responded to within Complaint Handling Code timescales

Theme 5: Responsible neighbourhood management

What we will ask customers to feedback on (via the TSM survey):

  • Satisfaction that we keep communal areas clean and well maintained
  • Satisfaction that we make a positive contribution to neighbourhoods
  • Satisfaction with our approach to handling anti-social behaviour

What we will measure:

  • Anti-social behaviour cases relative to our size as landlord
  


Torus already had a 12-month rolling perception survey in place, the Survey of Tenants, and Residents (STAR), this has been adapted to include the perception questions outlined in the TSMs. As well as the twelve TSM questions, Torus have opted to keep the following questions from the STAR framework:

  • Satisfaction with rent providing value for money.
  • Satisfaction that the Landlord is easy to deal with.
  • Satisfaction with the way the Landlord deals with repairs and maintenance.
  • Trusting the Landlord to do what they say they will do.

Check out how we are performing

How will we measure?

Some of the measures we will report directly to the regulator, using our internal data and reporting tools. For the 12 customer perception measures plus our questions from the STAR framework, our trusted third party called IFF Research will conduct a customer feedback survey by email (25%) and telephone (75%).

Surveys are carried out throughout the year with a sample of customers chosen at random to take part. Sampling is used with quotas set on tenure, age group and geographical area to make sure we meet the Regulator’s requirements and gain views from a wide range of customers. This includes those customers in general needs, supported and homes for older people. We also survey a sample of our Shared Ownership customers

A version of the survey is completed with a sample of leaseholders, this takes place each Autumn.

We would very much appreciate you taking part if contacted, but of course you have the right to say no, if you don't want to.

Find out more about the survey and FAQs here