Transparency, Influence and Accountability

The Regulator of Social Housing requires all social landlords to comply with the Government's Consumer Standards.

The  Transparency, Influence and Accountability standard includes Tenant Satisfaction Measures (TSMs). These are a compulsory requirement to gather and submit data around satisfaction and performance. Our TSM satisfaction survey is representative of our tenant population in terms of age, gender, property type and location. We are constantly improving the quality of our data around ethnicity, disability and sexual orientation to make sure that all groups are represented appropriately in our results.

Our performance

We will add a link to our 2023-2024 TSM results once the Social Housing Regulator publishes these in autumn 2024.

Unlike previous 'STAR' surveys, the regulator's TSMs apply only to tenants. However, to ensure that leaseholders can still influence services, we will also continue to carry out leaseholder surveys and submit the results to Housemark's STAR database, exactly as before.

More information

TSM surveys are carried out quarterly by contacting a representative sample of residents. Each household may only complete a TSM survey once in any 12-month period. It's important to us to know that we are reaching all sections of our tenant population. If you would like to find out more about why we ask for personal information, please see our  Equality and diversity information sheet (PDF 568KB).