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TSM 2024

As a small housing association, with less than 1,000 homes, the Regulator of Social Housing requires us to carry out the Tenant Satisfaction Measures survey with our residents every two years.

However, they still need us to publish our Tenant Satisfaction Measures (TSM) management data information every year.

So, the results information for 2024 is made up of:

TSM survey results from November 2023 (the same info as we published on the TSM 2023 page), and
TSM management data from March 2024 (for year 01 April 2023 - 31 March 2024)

Renters results

The results in more detail

Shared owners results

The results in more detail

Summary of approach

How and when we carried out the survey
Residents' survey
Number of responses:
- Rented: 490 surveys were sent and 149 responded (30.41%)
- Shared Ownership: 102 surveys were sent and 22 responded (21.57%)
Timing of survey:
- Start: Tuesday 12 September 2023
- Close: Sunday 1 October 2023 (3 weeks)
Collection method:
- Online survey via SurveyMonkey
  An individual SurveyMonkey link was emailed to all households that we have an email address for:
  - Rent: 135 surveys were completed via email
  - Shared owners: 21 surveys were completed via email
- Printed copy sent to all addresses which we don’t have an email for. A free returns envelope was included:
  - Rent: 14 surveys were completed via a postal return
  - Shared owners: 1 survey was completed via a postal return
Sample method:
- Census approach (sent to all customers)
Incentives offered:
- Entry into a prize draw to win £100 shopping voucher (customers asked to opt-in)
Management data:
- This is for year end data for 01 April 2023 to 31 March 2024.