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 collect and submit data about satisfaction and performance. 

This year, we are sending our TSM satisfaction survey to every tenanted property. Our aim is to ensure the results are 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 all groups are represented appropriately in our results.

Our performance

We have now published our Tenant Satisfaction Measures Report 2023-2024. 

Unlike previous STAR surveys, the TSMs apply only to tenants. However, we will continue to carry out leaseholder surveys to ensure they can still influence services. We will submit the results to Housemark's STAR database, as we have in the past.

Regulatory Judgement

Following a formal inspection (completed in August 2024), the regulator published its Regulatory Judgement. Our current grade is Consumer C2, which means there are some weaknesses in how we deliver the outcomes of the consumer standards and improvements are needed. 

More information

Each household can complete a TSM survey only once in a 12-month period. It's important we hear from all sections of our tenant population. If you want to know more about why we ask for personal information, please see our  Equality and diversity information sheet (PDF 568KB).