From 1st April 2023, all social housing tenants were offered a new way to give valuable feedback on the services provided by their landlords.
The Regulator of Social Housing has created a new system, called the ‘Tenant Satisfaction Measures’ (TSMs), for assessing how well social housing landlords in England are doing at providing good quality homes and services.
Beginning in April 2023, like every social landlord in England, Castles and Coasts Housing Association (CCHA) started sending out TSM surveys to people that rent homes from us. For our tenants, this will usually be around 90 days after the anniversary of their tenancy commencement date.
Invites to complete the survey will be sent to tenants either by text message (SMS) or email - please check your 'junk' folders to ensure that you don't miss your chance to have your voice heard.
From July 2024, we also started to make telephone calls to residents to gather your feedback on the TSMs questions. These calls are made throughout the day, but mainly during evenings and weekends.
The survey has 12 questions and starting from autumn 2024, the results will be published annually to show residents how their landlord compares to others. We have now published our TSM results for 2023/24 - see below for details.
You can find out more about the new TSMs and why they are being introduced here: Introduction of tenant satisfaction measures – GOV.UK (www.gov.uk)
If you have any queries or would like to find out more about the new TSMs, please contact CCHA’s Customer Experience Team on 0800 085 1171.
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