Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in April 2023. The TSMs are a set of 22 measures that tell us and our customers how well we’re doing at providing homes and services and help identify areas for improvement.
All social housing landlords must carry out surveys with their tenants using a set of twelve TSM questions. Alongside these survey questions, landlords must also collect data and publish ten management information measures that focus on operational areas, such as safety and compliance.
We have now submitted our performance to the Regulator. In autumn 2024 they will publish the results from all housing associations, so customers will be able to see how well Selwood Housing is performing in comparison with other landlords.
Our customer surveys are carried out independently by specialist housing research agency Acuity and during the year they contacted 592 customers by phone. Customers were selected according to tenure, age group and other demographics to make sure that no customer groups were significantly over or under-represented.
You can see our 2023/24 TSM results for the survey questions below.
While waiting for the Regulator of Social Housing to publish the sector wide results, we took part in Housemark's annual TSM benchmarking exercise. Compared with the full group of participants – 221 landlords managing around 2.3 million homes – Selwood Housing is in the top 25 per cent for all the TSM survey measures.
Our performance for the non-survey management information, our operational performance, is also above the median for 8 out of 10 of the measures. You can see the full results below.
The two exceptions are the proportion of homes not meeting the Decent Homes Standard and the proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. Our performance has fallen short of target for both measures due to resource challenges that our asbestos and roofing contractors have faced throughout the year. Plans are in place to improve our performance during 2024/25.
While we are pleased with our TSM survey results, which are well above the Housemark median, we are not complacent. During 2024/25 we will continue to work hard to deliver high levels of customer satisfaction with our services.
Find out more about the survey in the documents below.
We need to carry out a technical upgrade to our main customer database on the afternoon of Monday 7 October. If you call us between 2:30pm and 5:30pm on Monday, we will be able to take your call but will be limited in the information we can provide. If your query isn’t urgent, you may wish to delay your call to us until Tuesday 8 October.
You can also email us at info@selwoodhousing.com or visit the website: ecs.page.link/Tdk3R
Thank you for your understanding, and we apologise for any inconvenience this may cause.
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Meet Zoe Ridley, one of our customer complaints specialists. No two days are the same in her role. Sometimes she’s out on site, other times, she’s in the office with case managers, collecting paperwork and information. Other times she’ll be working from home to focus on administrative tasks.
Take a look at her meet the team profile on our website, to read more about her role and what it entails: ecs.page.link/m2231 #WorkLifeWeek
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Every three years we send our customers an in-depth survey asking how best to involve them. Our customers' views matter to us and we want to make sure that they can help us to shape and improve our services. Customers will have been sent a link via email to our online survey, which will be open until the 22nd October. Questions cover your home, neighbourhood, communication, opportunities to get involved and complaints. If you haven't received the survey, please contact makeadifference@selwoodhousing.com with your details. We can then determine whether you should have received an email link or a postal copy.
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