The Tenant Satisfaction Measures (TSMs) were introduced in 2024 to make sure your feedback helps guide the improvements we make as your landlord.
Every year, we ask residents to share their thoughts through a survey, so we can understand how you're feeling about your home, your community, and our services.
Take a look at this page to learn more about how it works.
We want to make sure that your home and community are the best they can be, and your feedback plays a really important role in achieving that goal.
The Tenant Satisfaction Measures (TSMs) help social housing providers like us understand how well we are performing and where we can improve.
Our 2025 survey is the next step in making your voice central to our plans for the future.
We understand that your time is valuable, and the survey is designed to be as easy as possible to complete — taking less than ten minutes!
It's run by CX Feedback, an independent research agency, ensuring fairness and confidentiality. You might receive a phone call, text, or email from them asking you to complete the survey.
The questions cover key areas of your experience as a resident, including:
We contact a sample of residents for each survey, so you may not hear from us every time. If you’re invited but prefer not to participate, no problem—just opt out.
If you do take part, your responses are anonymous. CX Feedback collects the data and shares only aggregated results with us. We’ll never ask for sensitive information like passwords or financial details, and your personal data is always kept secure.
We’re always looking for ways to improve what we do using resident feedback. In 2020, the government’s Social Housing White Paper set out a series of enhancements to improve the living conditions of people living in social housing.
As a result of this paper, the Regulator of Social Housing (RSH) introduced a framework for all social housing landlords to report on some Tenant Satisfaction Measures (TSMs). The Regulator will use the feedback from residents to understand our performance as a landlord.
We’ve asked an independent tenant engagement research agency, CX Feedback to help us collect survey responses. They’ll be in touch with our social housing residents via phone call, text message or email.
The questions we’ll ask are the same ones that all other social housing providers will ask their residents. CX Feedback will ask for your opinions on five core themes : repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
They will never ask for any personal passwords or financial information such as your bank account details.
CX Feedback will share anonymous answers with THCH only. If there are any questions which you would prefer not to answer, please let them know. CX Feedback will never include anything in its findings that could identify you as an individual.
The only information we share with CX Feedback are your contact details.
You may receive a phone call, text message or email from ‘CX Feedback’. The survey shouldn’t take more than 10 minutes to complete. And don’t worry, your unique link to the survey will let CX Feedback know that you’ve already taken part and they’ll stop contacting you.
CX Feedback will preserve your privacy and protect the personal data used in conducting all research. For full details about CX Feedback's privacy policy please click here.
In line with the Tenant Satisfaction Measures technical requirements, we must only report feedback from ‘Low-Cost Rental Accommodation’ and/or ‘Low-Cost Home Ownership’. Therefore, only our social housing/rented residents are included in the survey.
To meet requirements and ensure our data is reliable, we’ll need to collect a response from 10% of our eligible residents. You may not be contacted every time we do a TSM survey.
That's fine. If you click on the link to the survey, there will be an option to opt-out - you won't have to provide feedback and you won't receive any reminder emails or texts.
In our last survey, held between October 2023 and March 2024, 486 residents shared their views. W ith 26% overall satisfaction , the feedback highlighted areas that need improvement, like complaint handling and community involvement.
Over the past year, we’ve made significant improvements based on resident feedback. These include enhancing building safety measures, streamlining repairs with improved management and new contractors, speeding up home improvement projects, and hosting engagement events to foster better communication with residents about safety.
Here's some changes we made since the last survey:
We’ve streamlined how we manage repairs and investments. This ensures planned upgrades and reactive fixes work together seamlessly. Additionally, our new Head of Communities is focused on maintaining clean, welcoming spaces and making the most of our community centres.
We’ve taken several steps to help residents feel safer in their homes. Fire safety leaflets have been distributed to all high-rise buildings, and we’ve created specific building safety cases for the Building Safety Regulator.
We’ve also conducted stock condition surveys for 96% of homes, launched an asset investment programme, and accelerated the rollout of new kitchens and bathrooms. We’ve also hosted two building safety engagement days to connect with residents on these critical issues.
To stay in closer contact with residents, we’ve launched a tenancy audit. This helps ensure residents are making the most of their tenancy and receiving the support they need.
We’ve reduced the backlog of pending repairs, onboarded new contractors, and are exploring the creation of an in-house repairs team in partnership with Hyde for even more efficient service delivery.
We continue to collaborate with our Resident Voice Panel, empowering them to review and influence consultations and policies that impact our community.
To ensure transparency and accountability, we’ve published an annual complaints report outlining how we handle feedback and make improvements.
We’re not stopping there. Over the coming months, thanks to our partnership with Hyde, you’ll see further improvements, from the rollout of more new kitchens and bathrooms to the launch of a resident portal that will make it easier to stay in touch with us.
Your feedback guides everything we do, and this survey is your opportunity to make a difference in how we support you and your community.
We’d love to hear from you! Your input helps us create a community where everyone feels valued and supported. If you’ve received an invitation from CX Feedback, take a few minutes to share your thoughts. Together, we can continue to make your home a place you love.
Thank you for being a part of this important process.