Tenant Satisfaction Measures

We’re always looking for ways to improve what we do! And, in 2020, the government published the social housing white paper, setting out ways to improve things for people living in social housing. The Regulator of Social Housing will use the feedback from tenants to understand how well we’re doing at providing good quality homes and services.

The Transparency, Influence and Accountability standard requires all registered providers of social housing to collect and report annually on their performance.

Bromford and Flagship have been collecting TSMs since April 2023. The TSMs are reported internally monthly, the first set of annual results for each organisation were submitted to the regulator in June 2024 and shared with customers via Bromford and Flagship websites.

You'll be contacted by someone from Bromford, calling from 0330 123 4034.

You'll be asked for your opinions on the services that we provide and may check that your contact details are up to date. You will never be asked for any personal passwords or financial information such as your bank account details.

Typically, no more than 10 minutes

Your responses can be kept your responses completely anonymous - if you’d to do that, just make sure you ask during the call. If there are any questions which you would prefer not to answer, please let them know.

We will never publish anything in our findings that could identify you as an individual.

Privacy is as important to us as it is to you.

Your answers to the TSM survey will be published in our reports but will not be publicly traceable to you as an individual.

All of your data, whether through TSMs or simply by being a tenant of ours, is kept securely and confidentially. You can read more about this in the Flagship Privacy Notice. Please let us know if you'd like this information in another format.

Since April 2025, we have aligned our TSM approach with Bromford. That means we'll now contact every customer, every year.

But you don't have to wait for your TSM call if you'd like to give us feedback!

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: info@flagship-homes.co.uk

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.