Some of you recently took part in an anonymous survey about your experiences of us as a landlord. We’re pleased to hear you've noticed an improvement in our services. Called Tenant Satisfaction Measures (TSMs), this survey is done four times a year (quarterly) as part of our responsibility to report on our performance to the Regulator of Social Housing. It’s intended to make our performance more visible to both you and the regulator. It’s also a great way for us to hear from you directly about our services. This quarter, you reported improvements in every area you were asked about and we were pleased to see overall satisfaction has increased. You told us you were happier with our repairs service, the maintenance of your home and you said you feel respected and fairly treated too. Your feedback is so helpful to us in seeing what’s going well and also in telling us where we should focus our efforts in the future. We’re glad to hear we’re improving, and we’re committed to continuing to do that. We’ll share a report on the findings of the survey soon, on our website. How the survey is carried out TSMs are carried out by a third party called ARP Research. They speak with 120 residents quarterly and ask about your experiences with us. Everyone who completes the survey is entered into a raffle for a £150 voucher. The TSM standards consist of 22 measures:10 management information measures and 12 satisfaction measures.They cover five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective handling of complaints, alongside an additional measure for overall satisfaction with landlord services. At the moment, this is sample of how you feel about us. But when we have results back from all four surveys, we'll get a real feeling of what's going well and where we can strive to improve. Read more news stories Return to Graphics Version