From April 2023, all social housing tenants are being offered a new way to give valuable feedback on the services provided by their landlords.
The Regulator of Social Housing has created the new system, called ‘Tenant Satisfaction Measures’ (TSMs), for assessing how well social housing landlords in England are doing at providing good quality homes and services.
From the beginning of April 2023, like every social landlord in England, Castles and Coasts Housing Association (CCHA) will start sending out TSM surveys to people that rent homes from us. For our tenants, this will usually be on the anniversary of their tenancy.
The survey has 12 questions and starting from autumn 2024, the results will be published annually to show tenants how their landlord compares to others.
The TSMs aim to:
- let tenants see how well their landlord is doing
- give the RSH an idea of which landlords might need to improve things
Adam Gould, Head of Customer Service and Engagement at CCHA said: “As a housing association, we see TSMs as really important for us and our tenants as a vital way to make sure we’re listening to their views, to find out how we’re performing and to learn where we can improve things. We urge as many tenants as possible to complete the survey when you receive it so that you can truly express your views.”
Alongside the Regulator’s TSMs, CCHA will still send out its own satisfaction surveys, usually sent to residents after works or activities have been carried out in their homes by CCHA or its contract partners.
Adam continued: “Our own satisfaction surveys and other feedback mechanisms are still really important to us because they help us to quickly identify issues and make service improvements. If we know something hasn’t met with our residents’ expectations, we can then aim to put it right.”
TSMs have come about as a result of the government’s 2020 Social Housing White Paper, the Charter for Social Housing Residents. The RSH is in charge of enforcing these standards. 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.