Next round of Tenant Satisfaction Measures (TSMs) surveys launched
We’re launching our next round of satisfaction surveys for our social housing residents to understand what’s working well and what needs improving.
What are the TSMs?
The TSMs are a set of 22 areas introduced by the Regulator of Social Housing. They look at subjects like repair services, building safety, neighbourhood management, and how complaints are handled.
They were chosen to ensure that social housing providers like us meet high service standards while staying aligned with their residents.
Why is this important?
We use feedback from the TSMs to help us identify where we need to improve. Last year’s survey highlighted key concerns, including the need for quicker repairs, enhanced fire safety measures, and more frequent communication with residents. In response, we completed major fire safety works across multiple buildings and improved processes for tracking repair requests.
What we learnt from our last surveys
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Residents emphasi s ed the importance of better communication during maintenance work.
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Some communities sought greater involvement in decision-making processes.
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Positive feedback showed appreciation for recent estate upgrades and new resident engagement initiatives.
We’ve directly responded to this feedback e.g. by introducing resident-led estate inspections and expanding accessibility services.
What’s next?
Over the coming months, the next round of surveys will be carried out by CX Feedback, an independent agency.
Our social housing residents will be contacted via phone, text and email and are encouraged to share their thoughts, which will directly shape the future of services at THCH.
This survey will also help us align with the new Consumer Standards, ensuring that the resident voices remain central to every decision.
For more information on the TSMs , visit our Tenant Satisfaction Measures page .