Tenancy Satisfaction Measures

We value your opinions and want to know, as your landlord, where we’re doing well and where we can do better.

For the last three years, Citizen has been carrying out annual tenant satisfaction surveys, alongside additional surveys we send you when you receive a service from us. This survey will ask for your feedback on certain areas of the services we provide, as well as your overall view of Citizen.

This year, we’ll do the same, but now, so will all social housing providers.

This has been introduced by the Regulator of Social Housing, to help the government understand how well all social housing associations are performing. These are called Tenant Satisfaction Measures (TSMs). Housing associations will be measured on:

• keeping properties in good repair
• maintaining building safety
• effective complaints handling
• respectful and helpful tenant management
• responsible neighbourhood management

Some of these measures will be assessed through performance information that we will send to the regulator, for example how many repairs we complete on time. However, a key part of the TSMs is for us to ask you how we’re doing.

We are working with an external research company, TLF Research, to carry out the survey. TLF Research are a customer research agency specialising in customer experience and do a lot of work in the housing sector.

TLF Research is based in Huddersfield, West Yorkshire, and their phone number begins with 01484. TLF Research will be calling and emailing customers throughout February to invite you to take part in the survey.

Please take this opportunity to have your say. The TSMs will:

  • give you the chance to tell us about the service you receive from us
  • enable us to work through your feedback so that we can make real changes to our service and to your experience living in our homes

The more responses we get, the better we can understand where we need to improve.

It doesn’t matter if you’ve only recently moved into your home, or if you don’t use all of our services. Your responses will be shared with us, but you can remain anonymous if you wish.

After we receive all of your responses, we will be publishing the results so that you can see how we perform and what we are going to do about any areas you tell us you’re not happy with.

If you want to know more about the TSMs you can go to the government website or to see how we’ve performed over the last three years, please read our annual reports.