We’re always working to improve the services we provide - and hearing from you is a vital part of that. That’s why we’ve partnered with In-house Research to carry out our Tenant Satisfaction Measures (TSMs) surveys from now on.

TSMs are a government requirement for all social housing providers. They help you - and the Regulator of Social Housing - see how well we’re performing, from repairs to safety and allow comparisons across housing providers.

Why Your Feedback Matters

• You get a clearer view of the quality of service you receive.
• We learn where we’re doing well and where we need to improve.
• The Regulator uses this data to decide if we need closer inspection.

How You’ll Be Contacted

In-House Research will get in touch by phone, email or SMS throughout the year. The survey only takes around 10 minutes and you may be contacted from:

Tel:  01562 329014
Email:  communityhousing@feedback.inhouseresearch.uk

Fair, Inclusive, and Confidential

We want every voice to count:

• Surveys are randomly sampled - every household has a fair chance to take part.
• We include residents from all housing types and all age groups.
• Our sampling reflects our large number of general needs homes.
• Homeowners may not be required to take part, but we still want their feedback.

If any serious concerns - like ongoing issues with damp or mould - are raised, our Customer Service Centre will act quickly to ensure your safety and wellbeing. And if you prefer, your feedback can stay completely anonymous.

What Are TSMs?

Introduced in 2023, the Regulator set 22 measures to help improve service and accountability. These focus on:

• Repairs and maintenance
• Building safety
• Resident engagement
• Complaints handling
• Neighbourhood management.

We use:

• 12 survey questions to hear directly from you
• 10 internal performance measures to track our progress.

By working with an independent organisation like In-house Research, we ensure you can share your honest experiences - free from pressure.

Your voice helps shape better housing services for everyone. Thank you for taking part.