Tenant Satisfaction
Measures

The Regulator of Social Housing makes sure all housing associations like Grand Union are run well.

They have proposed measures for landlords like us to follow. They are called Tenant Satisfaction Measures, or TSMs for short. They help to make sure we are delivering quality homes and a good customer service.

When, why, and how are we doing it?

Every year we will collect feedback from customers about how we’re doing and then publish the results.

The TSMs are important to us because you give us an honest and true picture of the service you receive from us. We can then use this information to improve what we do and how we do it.

To make sure we heard from as many of you as possible, we ran the survey in three different ways:

  • Voice – our anonymous feedback platform
  • Telephone
  • Email

You can find our more about the TSMs on the gov.uk website: Tenant Satisfaction Measures

We had a great response this year, with 1,356 of you taking part. Here are the 12 scores: