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Tenant Satisfaction Measures

How do you feel about us?

In 2020 the government published the social housing white paper. It set out a series of improvements for people living in our homes, including a new Charter.

Following this paper, from April 2023 we’ll start reporting on some Tenant Satisfaction Measures (TSMs), so the Regulator of Social Housing (RSH) can understand how well we’re doing at providing good quality homes and services to you, our tenants and customers.

We've put together some FAQs to help you understand what will happen if you're contacted to provide your feedback.

White paper

Frequently asked questions

We’re always looking for ways to improve what we do! And, in 2020, the government published the social housing white paper, which sets out ways to improve things for people living in our homes. As a result of this paper, the Regulator of Social Housing (RSH) is introducing a new framework for all social housing landlords to report on some tenant satisfaction measures (TSMs). The Regulator will use the feedback from tenants and customers to understand how well we’re doing at providing good quality homes and services.

We ran a trial in December, and we asked independent social and market research agency IFF Research to help us do this. The questions we asked are the same ones that all other social housing providers will ask their tenants. This trial run helped us make sure our systems and communication were both ready for the big launch in April.

We have asked IFF Research to help us. IFF Research is an independent social and market research agency. It’ll be them that gets in touch with you to ask you these questions.

You may receive a phone call from 0203 148 7645 or an email from IFF Research. In an effort to make sure you can take part if you want to, IFF Research have quite long operating hours - 9am til 8pm on weekdays, and between 11am and 4pm on Saturdays. You may also receive an email from inviting you to take part in a survey online.

IFF Research will ask for your opinions on the services that we provide and may check that your contact details are up to date. They will never ask for any personal passwords or financial information such as your bank account details.

Typically, no more than 10 minutes

IFF Research can keep your responses completely anonymous - if you’d like them to do that, just ask. If there are any questions which you would prefer not to answer, please let them know. IFF will never include anything in its findings that could identify you as an individual.

At the end of the survey, the person calling will ask you to share your mobile phone number and your email address. Your details will be used only to update our systems, and we may use them to contact you in the future. As always, you can choose to opt-out of these communications at any time, but it really helps us to have correct details for you in case we need to get in touch.

The only information we share with IFF Research are details that are relevant to make sure feedback is representative of our different tenant groups. The information will include your name, address, telephone number and email address.

Privacy is as important to us as it is to you. IFF Research go to great lengths to preserve your privacy and protect the personal data used in conducting all research. For full details about IFF Research’s privacy policy please visit:

We only contact a sample of our customers (enough to make sure the data is reliable), so you may not be contacted every time. If you haven’t been contacted but would like to tell us what you think, we would love to hear from you!

If you haven’t been contacted but would like to tell us
what you think, we would love to hear from you!

Call us: 0808 169 9297

Email us:

That is fine. The person calling will always check that you are happy to take part. If you would prefer not to, just let the person know, and we will make sure we remove you from our contact list.

Still have questions?

If you’d like to speak to us about the survey, or have any other questions, give us a call on: 0808 169 9297 (Mon-Fri 7am-7pm) or email us at:

Our Tenant Satisfaction Measures (TSMs) have been published

Find out how we have been performing in our Tenant Satisfaction Measures results

View our results