Tenant satisfaction measures
The Regulator of Social Housing
The Regulator of Social Housing has created a new set of tenant satisfaction measures (TSMs) for assessing how well all social housing landlords, both council and housing associations, are doing at providing good quality homes and services.
The 12 measures look at six areas:
- overall satisfaction with the service
- keeping properties in good repair
- maintaining building safety
- respectful and helpful engagement
- effective handling of complaints
- responsible neighbourhood management
Collecting information
We collect this data from a yearly tenant satisfaction survey and from our management data.
We will carry out a tenant satisfaction survey every year, asking tenants what they think about their home and the housing services we provide.
The results from these surveys will be reported to the Regulator of Social Housing (RSH) and will help us to understand where our service may need improving.
As well as the survey, some TSMs are generated from our management information.
TSMs from both the survey and the management data form a core set of performance measures which we must publish as well as submit to the RSH.
This will provide tenants with greater transparency about our performance and inform the regulator about how we are complying with consumer standards
Crawley Homes’ 2024 Tenant Satisfaction Measures
The results
Overall satisfaction with the service
Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management
We continue to look at how well we are doing and what these results mean for us.
We will also be discussing these with tenants at the tenant conference in September.
The results of all social housing providers will be published by the RSH and we will then be able to see how well we are doing compared to others.