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 third 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 thoughts, 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 or email 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 2025-26 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 reduced the number of repairs we have outstanding and increased the numbers of repairs completed within our target timescales
- We’ve strengthened how we manage subcontracted repairs by using customer satisfaction scores and complaints information to address any service failures and agree improvements
- We’ll improve how we identify and record repair issues when reported so more can be fixed on our first visit
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- We’ve strengthened our approach to identifying and responding to emergency hazards and issues relating to damp and mould following the introduction of Awaab’s Law in October 2025
- We’ve completed over 4,150 property condition surveys to make sure that our homes are safe and we will be completing 3,000 more this year
- We completed our annual Communal Areas Survey – for the second year – to understand what customers thought of their shared spaces and to identify where we can improve
- We started our new communal door replacement programme and fitted 128 new doors to help keep homes and buildings safe and secure. We’ll also fit a further 66 new doors in the coming year
- To make sure customers in our high-rise homes can share their thoughts on building safety, we’ll set up a bi-annual Building Safety Forum
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- We’ve completed our bi-annual survey with our Inspired Living customers to understand how we can improve the way we communicate with them and we will do it again this year to understand if there are more improvements we can make to the support and services they receive
- We’ll improve the information available on our website further so you can find what you need quickly and easily. We’ll also make sure we’re ready for the launch of the Social Tenant Access to Information Requirements scheme (STAIRs) in October 2026
- We’ll review how we communicate changes to rent and service charges to customers
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- We’ve rolled out complaints training to our teams to make sure complaints are handled as efficiently as possible
- We’ve strengthened how we learn from customer complaints by identifying the root cause of dissatisfaction for each service and developing targeted improvement plans to address them
- We’ll improve how we track actions and remedies through to resolution, making sure commitments are delivered and customers kept informed
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- We’ve introduced our annual Livving Well visits, which means we visit all our customers in their home every year to help with any problems or challenges they’re facing
- We’ve introduced Housing Advisor drop-in sessions so customers can meet and speak to their Housing Advisor whenever they need to. We’ll roll these sessions out to all of our communities this year so we’re even more visible and accessible in our neighbourhoods
