Tenant Satisfaction Measures Survey

As a registered housing association, English Rural is governed by the Regulator of Social Housing (RSH), ensuring we maintain high standards in service delivery. The RSH has introduced a new framework to assess social housing providers across England.

The government-mandated Tenant Satisfaction Measures (TSMs) are central to this framework. These measures:

  • Hold housing associations accountable
  • Provide insights into our performance
  • Empower tenants to evaluate our effectiveness
  • Identify areas for improvement

Key Areas Covered by TSMs:

  1. Overall satisfaction
  2. Home maintenance
  3. Building safety
  4. Safety checks
  5. Communication and engagement
  6. Complaint handling and anti-social behaviour management
  7. Neighbourhood management

The 22 TSMs are categorised as follows:

  • 10 performance measures based on internal management data
  • 12 customer perception measures collected directly from tenant feedback

We’ve engaged an independent research provider to conduct a comprehensive resident satisfaction survey, gathering data on all service areas. This feedback is crucial in shaping our strategies and improving services.

Our Commitment to Transparency

We invite you to review our Tenant Satisfaction Measures report here. This document offers a detailed overview of all 2023 survey results, demonstrating our commitment to transparency and accountability.

Your feedback is invaluable in helping us enhance our services. We encourage residents to participate in future surveys and share your experiences with us.

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