Tenant Satisfaction Measures
The Regulator of Social Housing has created Tenant Satisfaction Measures (TSMs) to help track how well social landlords like Stoke-on-Trent City Council are doing in important areas. These measures let our tenants see how we’re performing and will enable you to hold us accountable for our performance. The full data will be released by the Regulator in Summer 2024, which means that it will be possible to compare our performance with that of other local authorities across the country for the period 1 April 2023 to 31 March 2024.
The TSMs look at various areas, including repairs, safety, fairness and respect, handling complaints, listening to tenant feedback, dealing with anti-social behaviour, and how we contribute to the neighbourhood.
There are 22 TSMs, divided into two types:
- 12 Tenant Perception Measures: These are questions we ask you to understand how satisfied you are with our services. For example, ‘how satisfied are you with the safety of your home?’
- 10 Management Information Measures: These come from data we already have and report to our management teams, like the number of anti-social behaviour cases relative to the size of our landlord service.
We collect this information every year and report it to the Regulator of Social Housing.
Click here for our performance for 2023-24
Click here to learn how we conducted the survey and calculated the results