Tenant and Leaseholder Engagement

To deliver high-quality and effective housing services that work for tenants and leaseholders, it is important that we involve you in the development, delivery and evaluation of our services.

The Social Housing (Regulation) Act 2023 became law in July 2023. The new law introduced changes to improve the oversight, accountability, and standards of social housing providers. It aims to ensure that residents live in safe, high-quality homes and have stronger rights and protections.

The Regulator of Social Housing released the Transparency, Influence and Accountability Standard in April 2024. This is part of the new Consumer Standards. The standard addresses how landlords must deliver outcomes about being open with residents and treating them with fairness and respect. This helps residents access services, raise complaints, influence decision making and hold their landlord to account.

Get Involved

We want you to be part of how we shape our housing services and offer a variety of ways for you to be involved. You can find out more about these opportunities below:

•  Join our Tenants' Engagement Group
•  Contact Point
• Four Million Homes (opens new window) is a program paid for by the government. It helps social housing residents understand their rights and take part in managing their homes. 
• Tenant and Leaseholder digital group- use the form at the bottom of the page to have your say on Housing Services

Tenant Satisfaction Measures: Understanding Our Commitment to You

The Tenant Satisfaction Measures (TSM) are our way of listening and improving the services we provide to you.

What Are Tenant Satisfaction Measures?

The Tenant Satisfaction Measures are a set of measures created by the Regulator of Social Housing to provide a transparent source of information for tenants.

There are 22 Tenant Satisfaction Measures, of which:

• twelve are tenant perception measures, which are gathered through a survey of a sample of tenants
• ten are operational measures, gathered by landlords directly based on their performance in key areas.

Every year, we conduct a comprehensive survey to understand how we're performing and where we can make improvements. These measures help us ensure we're meeting your needs and maintaining high-quality housing services.

What We Assess

Our survey covers six key areas:

1. Property Maintenance
   • The condition of your home
   • How quickly and effectively we carry out repairs
   • Keeping your property in good condition
2. Building Safety
   • Ensuring your home meets safety standards
   • Maintaining secure and well-maintained buildings
   • Addressing any safety concerns promptly
3. Customer Service
   • Quality of our interactions with you
   • Helpfulness and respect in our communications
   • Accessibility of our services
4. Neighbourhood Management
   • Maintaining the areas around your home
   • Supporting community well-being
   • Addressing local environmental issues
5. Complaint Handling
   • Our approach to resolving issues
   • Transparency in addressing your concerns
   • Learning from feedback to improve our services
6. Overall Satisfaction
   • Your general experience with our housing services
   • Identifying areas where we can do better

Why Your Feedback Matters

These surveys are more than just a formality. They are a crucial tool that helps us:

• Understand your experiences
• Identify strengths in our services
• Highlight areas for improvement
• Ensure we're providing the best possible housing service

What Happens Next?

After collecting your feedback, we commit to:

• Carefully reviewing all survey responses
• Publishing a summary of the results
• Developing an action plan based on your input
• Sharing how we're addressing key themes and suggestions

Your Voice Makes a Difference

We will actively use the insights from these surveys to make real, meaningful improvements to our services.

How to Get Involved

• Complete the annual survey when you receive it
• Contact our customer service team if you have any questions
• Join our Tenants' Engagement Group
• Follow our website and social media for updates on how we're improving

Our Commitment to Good Housing

We believe everyone deserves a safe, comfortable, and well-maintained home. Our commitment goes beyond mere maintenance - we strive to:

• Provide homes that you can be proud of
• Ensure your safety and well-being
• Create communities where people want to live
• Treat every tenant with respect and dignity
• Continuously improve our services
• Respond quickly and effectively to your needs

A Home is More Than Just a Building

We are dedicated to supporting you not just as tenants, but as valued members of our community.

We Are Listening

Your honest feedback is invaluable. It helps us continually enhance our services and support the communities we serve.