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Tenant Satisfaction Measures

Feedback from our customers is very important to everyone at 54North Homes.
We need to know what we're doing right, what we're getting wrong and where we can improve.

The Regulator of Social Housing has recently introduced performance measures called Tenant Satisfaction Measures (TSMs). These measures aim to hold housing providers to account for their actions and give customers greater visibility of their performance.

What are Tenant Satisfaction Measures?
There are 22 Tenant Satisfaction Measures (TSMs) in total and all social housing providers must report on them. The measures are split into two parts:
- 10 performance measures that we will collect through management performance information
- 12 customer perception survey measures that will be collected through surveying customers directly
Results from every housing provider will be visible for everyone to view online.  

The TSMs cover the following key areas:

  • Overall satisfaction

  • Keeping properties in good order  

  • Maintaining building safety  

  • Safety checks  

  • Respectful and helpful engagement   

  • Effective handling of complaints/ASB  

  • Responsible neighbourhood management 

When is this happening?

From 1 April 2023, all housing providers must start to collect data. This includes surveying customers over a 12-month period.

This information must then be reported to the Regulator of Social Housing in the summer of 2024 and it will then be made public for everyone to view.

How we will collect data from our customers
We are working with a research provider, called Acuity who are contacting a selection of customers at random to provide feedback on the 12 customer perception TSMs. The survey shouldn’t take more than 12 minutes to complete. By providing feedback, you can help us to improve the services you use every day.

Calls will only come from this telephone number: 0113 4900731. If you don’t want to participate, just let the surveyor know and you’ll not receive any more calls.

Please note, if you have opted out of our surveys before and would like to be considered this time, contact us by emailing hello@54northhomes.co.uk and we’ll add you back on the list:

What will happen to my answers?
The responses will be collected by 54North Homes and used to drive service improvements. Annually, they will be submitted to the Regulator of Social Housing who will track the sector's performance to see where improvements can be made.

If you would like to know more about the TSMs please click here.

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