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Newlon Housing Trust

Tenant Satisfaction Measures

Introduction to the Tenant Satisfaction Measures (TSMs)

We are pleased to introduce a new way to show you how well we are meeting our objectives of providing high-quality homes and excellent services.

The Regulator of Social Housing has asked all social housing landlords in England to share this information. These Tenant Satisfaction Measures (TSMs) will help you see how we are performing and will allow you to compare us to other housing providers.

We have published a ‘first look’ report so you can get an idea of how we performed but we will be publishing a more detailed Resident Annual Report in September, which will provide more information about some of the challenges we have faced, the changes we have made and how our results compare with other housing associations in your area.

These reports will come out every year, and we encourage you to take a look and share your thoughts with us. Your feedback is important to help us keep improving our services.

Thank you for your support.

What will we be reporting on?

The Tenant Satisfaction Measures cover five key areas of our performance. Here are some of the things we will be reporting on:

  1. Keeping homes in good repair: We will share how many of our homes meet the Decent Homes Standard and how quickly we complete repairs. We’ll also ask you about your satisfaction with our repair services and the condition of your home.
  2. Maintaining building safety: We will report on safety checks for gas, fire, asbestos, water, and lifts. You’ll also be able to tell us if you feel your home is safe.
  3. Respectful and helpful engagement: We want to know if you feel listened to, informed, and treated with respect. Your feedback will help us improve our communication and services.
  4. Effective handling of complaints: We’ll report on the number of complaints we receive and how quickly we respond. We also want to hear your thoughts on how well we handle complaints.
  5. Responsible neighbourhood management: We’ll share information on how we manage antisocial behaviour and keep communal areas clean and well-maintained. Your satisfaction with our contribution to your neighbourhood is important to us.

There are a total of 22 measures, with 10 measured by us directly and 12 based on your feedback through surveys undertaken by our independent survey provider.

Have a quick read of the TSM report below and let us know what you think by emailing feedback@newlon.org.uk

We are required to publish an example of the survey questionnaire and a summary of the approach we used to collect our residents’ opinions. We used an independent survey company to do the work and they made sure that they spoke to a sample of residents that were representative of our overall resident population.