Performance data
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.
In April 2023 the Regulator of Social Housing 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 annually. 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 directlyThis information must then be reported to the Regulator of Social Housing and the results from every housing provider will be made public 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
How we will collect data from our customers54North Homes will be working with a research provider, called Acuity. They will be 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.