Have your say as a council tenant

As a landlord we need to make sure we provide good quality homes and services.

To do that we measure 22 key statistics, known as Tenant Satisfaction Measures (TSM).

The TSM covers five themes:

• keeping properties in good repair
• maintaining building safety
• respectful and helpful engagement
• effective handling of complaints
• responsible neighbourhood management

We can measure 10 of the TSM ourselves. The other 12 need us to ask our tenants what they think.

Have your say

We’ll be running three TSM surveys in the financial year from April 2024 to March 2025.

One will take place in the summer, one in autumn, and one in the winter. 

We have appointed an independent research company, Service Insights Ltd working with Housemark, to carry out these surveys.

A random sample of council tenants will be contacted directly by email, letter, or text.

If contacted you may be asked for your views on topics such as:

• the condition of your home
• if it is easy to get in touch about a problem
  if you are satisfied with our repairs service
• our approach to tackling anti-social behaviour

Our TSM survey should only take 10 minutes to complete. And if you want then your responses can remain anonymous.

If you have any questions about our TSM survey:

• email us about our tenant satisfaction survey

Tenant Satisfaction Survey results

Feedback from the TSM surveys is analysed and reported the housing regulator.

We also publish details online. For how we are performing according to the Tenant Satisfaction Measures see:

• Tenant Satisfaction Survey results

Tenant Perception Survey

Each year we invite all our tenants to share their views during an 8 week census.

We do this by:

• sending out survey questions and asking tenants to fill them in
• speaking to tenants face-to-face to encourage them to take part
• producing an easy read version of the survey for anyone with learning disabilities or for whom English is not a first language
• offering the survey in other formats, such as other languages

We have also offered a prize of shopping vouchers to tenants who responded.

Over 4,500 tenants responded to our survey which took place from 1 December 2023 to 28 January 2024.