The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) to monitor how well social housing landlords are doing at providing good quality homes and services.
TSMs help us measure how we’re performing and highlight services we’re delivering well and areas we need to focus on; as informed by you, our customers.
We’ve published our second annual TSM report which shows how we’re performing against standards set by The Regulator of Social Housing.
It looks at what our customers have told us about their experiences of Livv and explains how we’re going to use that feedback to shape, adapt and improve our services.
Your feedback makes a real impact and gives us a deeper understanding of what you want and need from us, as your landlord. So, thank you to everybody who took the time to get involved. By sharing your opinions and Livved experiences, you’re helping us get closer to providing exceptional customer-centred services and support every day.
The TSMs focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective complaints handling
- Respectful and helpful tenant engagement and;
- Responsible neighbourhood management.
How does this affect you?
It’s really important for us to get your honest feedback, so we’ve asked a research agency called TLF Research to design and carry out the surveys. They’ll make sure that we have feedback from across our customer base and the areas we work in. You’ll receive the survey by telephone, email, or post so you have the opportunity to take part. The survey will take place four times a year and you will be contacted to participate in one of them. You can read a copy of our 2024-25 TSM questionnaire below:
TSM questionnaire
What are we doing?
Every quarter, we take a close look at our TSM results to spot opportunities for making things even better. We then work together to come up with actions as part of our ongoing TSM Action Plan.
Our customers’ feedback has been used to create our current action plan which focuses on:
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- We’ve started using Locator Plus to make it easier for repairs to be diagnosed
- We’ll review the journey our customers take when reporting a repair to identify any further improvements we can make to your experience
- We’ll improve the ways we keep our customers informed about the progress and next steps of their repairs
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- We launched our Communal Areas Survey and asked customers to share their thoughts on the shared spaces in their home. This led to us making over 300 improvements to communal areas last year
- We’ll continue working with customers to understand what information they wish to receive about safety
- We’ll roll out the Communal Areas Survey to all customers living in homes with shared, communal space to help prioritise our ongoing programme of improvements
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- We recruited 11 new Housing Advisors to make sure we have a more prominent presence in our communities
- We introduced a brand-new role – Community Activities Co-ordinator – to develop new, exciting and engaging activities for our Inspired Living Customers to enjoy
- Our customer scrutiny panel – QuIP – completed an in-depth review of our complaints handling process
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- Worked with customers to develop and launch our Building Safety Engagement Plan
