Tenant Satisfaction Measures

As a social housing landlord, we want to be open and transparent about our progress in maintaining building safety, delivering our repair service, handling complaints and tackling anti-social behaviour, along with other performance measures.

The Regulator of Social Housing requires us to publish data for customers and stakeholders to scrutinise our performance to ensure we are meeting the consumer standards. 

Our Tenant Satisfaction Measures (TSMs) enable us to monitor our performance and report on key management information.

We survey approximately 20 per cent of our residents during an average 12-month window so it is likely you would have been asked questions about our repair standards, maintaining building safety, respectful and helpful engagement, effective complaint handling, and responsible neighbourhood management.

These questions are all aimed at helping improve standards for people living in our homes.

We update this information through our annual summary report and quarterly updates.

Please read our Annual Summary 2023/24 report below:

Voice of the Customer report 2023-24 [pdf] 2MB

Read more about Tenant Satisfaction Measures or view the easy read version.

We also share management information from across our business. Read the full 2023/24 report below:

Management Information Summary 2023-24 [pdf] 177KB

Also available is a copy of the script we used when contacting our customers to collect the TSM data, which you can read below:

Tenant Satisfaction Measures Question Script [pdf] 107KB

If you are looking for a more detailed explaination of the TSMs, read our guide to understanding the Tenant Satisfaction Measures at Trent & Dove.  Understanding the Tenant Satisfaction Measures [pdf] 279KB