Tenant Satisfaction Measures - survey

There are 22 tenant satisfaction measures, covering five themes:

• 10 of these will be measured by the landlord directly, and
• 12 will be measured through a customer satisfaction survey. All landlords must ask the same 12 questions.

Landlords are required to report on these measures for both rental and shared owner customers.

The measures look at five key areas:

• Keeping properties in good repair
• Maintaining building safety
• Effective complaints handling
• Respectful and helpful customer engagement
• Responsible neighbourhood management

As your home is owned by emh, they are required to carry out the survey with you.

The survey is closed for 2023. The next survey will be in Autumn 2024.

We value your opinions and want to know where we’re doing well, and where we can do better.

Please take this opportunity to have your say.

• It gives you the chance to feed back on the service you receive from us.
• We use your feedback to make real changes to our service and to your experience living in our homes.
• The more responses we get, the better we can understand where we may need to improve. It doesn’t matter if you’ve only recently moved into your home or if you don’t use all of our services.

The TSMs require all social landlords to report in the same way, making it easier for social housing customers to understand how landlords are performing against the key services that matter most.

You can find out more about the Tenant Satisfaction Measures on the gov.uk website:

Tenant Satisfaction Measures

From the survey results, and feedback from other surveys and complaints, we’ve identified four areas to focus our improvements on. These are:

• Communal areas
• Repairs
• Planned maintenance
• Shared ownership

Project groups have been created for each of these four areas. We’ll need to understand more about why customers are dissatisfied, so will be asking you to get involved with this (if you’d like to).