Tenant Satisfaction Measures 2024/25

Tenant Satisfaction Measures, or TSMs for short, have been developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services to tenants.

Every year we collect feedback from customers about how we’re doing and publish those results. The TSMs give us an honest picture of the services we provide to you and how we can improve by listening and acting on your feedback. 

We’re delighted that the results of our annual tenant satisfaction survey for 2024/25 have shown a percentage increase against 2023/24 in all 12 of the areas measured. We’re particularly proud to highlight our top five biggest improvement areas as below.

 

There are 22 measures in total and in addition to the above, 10 come from management information systems covering our day-to-day work. The results of all these will be published in full in June 2025. The results of all these will be published in full in June 2025.

How did we collect feedback from tenants?

Between 11 September and 23 October 2024, The Leadership Factor (TLF), an independent organisation, conducted the survey on our behalf using a blend of email and telephone surveys to collect a representative sample of the views of Greatwell Homes’ customer population using a stratified random sampling approach. From our total tenant population of 4,871, TFL selected a random sample size of 784. From this the following survey types were achieved:

• 479 telephone
• 303 online
• two face-to-face

Find out more about how we did the survey in our summary of approach document here.

To help us meet the requirements of the TSMs, we work with independent market research specialists to carry out our customer surveys. All landlords must ask customers the same 12 questions, which are detailed in this sample survey here. 

View our 2023/24 results here.