Tenant satisfaction measures

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

To find out how well we are doing, 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 of the data for the standards are generated from our management information.

The information 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 survey results

The latest survey closed on 10 March 2024, and we’d like to thank all of you who completed one.

We have received the results of the survey and are sharing it with staff and Councillors and will share the full report and the action plan in September.

We have submitted these results to the RSH to meet their deadline.

More information

If you have any queries about the survey or would like to be notified when the results are available, please email Crawley Homes at TSM@crawley.gov.uk.