Tenant Satisfaction Measures

What are Tenant Satisfaction Measures?

Tenant Satisfaction Measures (TSMs) are performance measures that all housing associations, including small social housing providers with less than 1,000 units of accommodation like YMCA Lincolnshire. The TSM’s help us to ensure that the standards of service you receive from us is high, and they give you a better understanding of how we are performing.

TSM’s are collected by all landlords in accordance with the requirements set out by the Regulator for Social Housing (RSH). The TSM’s are considered within the Transparency, Influence and Accountability Standard.

The TSM’s cover things like overall satisfaction, keeping properties in good order, maintaining building safety, safety checks, respectful and helpful engagement, effective handling of complaints, and responsible neighbourhood management.

TSMs are a tool to allow residents to:

  • Scrutinise our performance
  • Give insights to us on where we might look to improve our services
  • Provide the RSH with a source of intelligence on how we are meeting the outcomes of the new consumer standards.

How do we collate information for the TSM’s?

Our first TSM survey was carried out in August 2023 and in accordance with the guidance issued by the RSH we will carry out surveys every 2 years. The surveys help us to understand what matters most to you our residents. It also influences where we focus any improvements to our services or buildings when looking to make improvements.

Who do we ask? 

Anyone staying with us at the time of us carrying out the survey will be asked to take part.

How do we survey?

We will offer a variety of ways for residents to take part in the TSM surveys making it as accessible as we can.  This will include:

  • An online option via Survey Monkey
  • The completion of a hard copy of the survey
  • Completing the survey with the support and assistance of your YMCA Resident Advisor or Case Worker.

If you can think of any way that we can help you to take part in the TSM survey please do let us know.

All surveys are anonymous, we do not ask you to share any personal data.

What do we ask? 

We ask a set of questions specified by the RSH. These have to be asked in a specific order and use specific wording to enable comparison to other landlords. The regulator’s guidance is here.

What happens next?

Once completed the results of the survey will be submitted to the RSH and they are also available on our website.

To view our 2025/26 TSM’s please click on the link below.

 

YMCA Lincolnshire Resident Satisfaction Report