What are tenant satisfaction measures (TSMs)?
Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing to help compare how landlords are performing across the country. They are designed to ensure that tenants receive high-quality homes and services, while also holding landlords and social housing providers like us accountable—helping us to continuously improve for you!
TSMs also provide us with a great opportunity to enhance and tailor our services based on the feedback you’ve given.
Unlike our regular surveys that follow up after specific interactions, such as our ASB satisfaction surveys, TSMs focus on your overall experience with us. They give us valuable insight into what matters most to you and where we can make improvements.
Every three months, we collect feedback from a random selection of our customers, ensuring that everyone has the opportunity to take part at least once a year. We then report on our performance annually, so you can see where we’ve done well and where we need to improve.
Where our scores are low, we develop action plans for improvement, focusing not just on the numbers, but also on the comments from your surveys. Your feedback is crucial in helping us make the changes that matter most!
How we collect and publish your feedback and our performance
As a housing association who owns more than 1,000 homes, we are now required to submit our performance against the Tenant Satisfaction Measures (TSMs). This enables you as a customer to see how we're delivering and where we need to improve.
Each year by 30 June, we must submit our performance to the Regulator of Social Housing and publish the information for customers to see. We have chosen to do that here on our website, and through our residents magazine Be Mag. You can view Be Mag online here, or if you would like to sign up please email hello@honeycombgroup.org.uk or call 01782 744533.
With customers across England, the Regulator for Social Housing established 22 Tenant Satisfaction Measures, covering five themes. Ten of these are measured by monitoring performance, and 12 are measured by asking you what you think through a survey.
Last year between 1 April 2023 - 31 March 2024 we received 517 surveys from you our customers, via email, SMS, or over the telephone. We ensured that we secured a good balance of customers from diverse locations, property types, and ages to really get a reflective view. Thank you to everyone who took part and contributed.
To understand more about how we undertook the survey please click here
The results![]()
- We invested heavily over the past year, increasing the size of the compliance team to ensure that every home was safe.
- It's really important that you let us into your homes so we can ensure you're safe.
- We are also investing heavily in reviewing the quality of each and every home. So far we’ve physically inspected 20% of homes, but by March 2025 we plan to have physically inspected 80% of homes. In these inspections we want to make sure that your home meets the Decent Home Standard so we know where to invest if it doesn’t.
- We want to ensure we're reducing the number of ASB cases you experience and so will be looking into this more closely as a priority.
- Our new neighbourhood model will mean you'll have a dedicated Neighbourhood Officer who can support you with anti-social behaviour and anything else relating to your housing journey. The new model provides more opportunities for staff to visit your homes and be present which we hope will help to reduce incidents of anti-social behaviour.
- You told us that our repairs service wasn't working for you, so mid-year we took on your feedback and changed our repairs provider to UMS. UMS are a local provider with large teams of trained tradespeople which means they have more flexibility, knowledge, and skills. Their online, real-time booking system also means more appointment options and they also have a useful appointment reminder SMS service too.
- Moving forward we'll continue to monitor the service and make changes where necessary, because we know how important this is for you.
- We are doing a lot to improve our complaints process. Since it's launch on 1 April, we've adopted the Housing Ombudsman's new Complaint Handling Code.
- We've reviewed our policies and procedures in-line with the code and completed a self-assessment against them.
- We're also making staff aware of changes with training and new objectives to keep the focus.
- We've made changes to our system so any service requests can be logged, and have updated our websites with new customer guidance.
- We've also appointed a complaints Board Champion and have introduced new customer satisfaction questions.
- Moving forward, we will report on how we're improving these tenant perception measures at least four times a year (every quarter).
Find out more about how your feedback is influencing our homes and services
Your feedback - you said, we did!
Thanks to your feedback, we’ve been able to make some positive changes that directly improve the services we provide. When you report issues or share your thoughts with us, we listen and take action. We've listed some examples so you can see how your feedback is making a difference.
Become an involved customer
We want to ensure you have plenty of ways to share your thoughts and improve the services you receive. Your input is vital in shaping what we do. Whether through the Customer Assurance Group, Void Inspector Programme, ASB Surgeries, or scheme walkabouts, your feedback matters. Satisfaction surveys also help us improve. Getting involved ensures your needs are heard, and we’re always working to enhance services for you and your community. Your voice truly makes a difference.
Share your feedback, compliment, or complaint
Your feedback helps us to understand what we're doing well and where we need to improve. You can find out more about our complaints process and how to get in touch below.
