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The Tenant Satisfaction Measures Standard requires all registered providers of social housing to collect and report annually on their performance on a core set of defined measures to provide tenants with greater transparency about their landlord’s performance.
The TSMs comprise 12 tenant perception measures, to be obtained through tenant surveys carried out by providers, and 10 landlord management information measures. The measures include keeping properties in good repair, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
Orwell employed an external agency called TLF to undertake the survey on our behalf, calling a random sample of tenants on a quarterly basis during the year. They have completed the first year of phone calls.
Our scores will be submitted to the social housing regulator in June who in due course will publish national league tables showing how we compare to all other social landlords and local authorities across the country.
We are currently following up the comments received from customers about our service and prioritising the areas with the lowest level of satisfaction.
For further information, please view the link on the Orwell website here
The Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures Standard requires all registered providers of social housing to collect and report annually on their performance on a core set of defined measures to provide tenants with greater transparency about their landlord’s performance.
The TSMs comprise 12 tenant perception measures, to be obtained through tenant surveys carried out by providers, and 10 landlord management information measures. The measures include keeping properties in good repair, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
Orwell employed an external agency called TLF to undertake the survey on our behalf, calling a random sample of tenants on a quarterly basis during the year. They have completed the first year of phone calls.
Our scores will be submitted to the social housing regulator in June who in due course will publish national league tables showing how we compare to all other social landlords and local authorities across the country.
We are currently following up the comments received from customers about our service and prioritising the areas with the lowest level of satisfaction.
For further information, please view the link on the Orwell website here
The Tenant Satisfaction Measures Standard requires all registered providers of social housing to collect and report annually on their performance on a core set of defined measures to provide tenants with greater transparency about their landlord’s performance.
The TSMs comprise 12 tenant perception measures, to be obtained through tenant surveys carried out by providers, and 10 landlord management information measures. The measures include keeping properties in good repair, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
Orwell employed an external agency called TLF to undertake the survey on our behalf, calling a random sample of tenants on a quarterly basis during the year. They have completed the first year of phone calls.
Our scores will be submitted to the social housing regulator in June who in due course will publish national league tables showing how we compare to all other social landlords and local authorities across the country.
We are currently following up the comments received from customers about our service and prioritising the areas with the lowest level of satisfaction.
For further information, please view the link on the Orwell website here
