Tenant Satisfaction Measures

TorVista Homes are regulated under the Social Housing (Regulation) Act 2023. Under this act there is a series of regulations that social housing landlords must legally follow. The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSM) to measure the performance of all social housing landlords, and now forms a part of the Transparency, Influence and Accountability Standards.

From April 2023 social landlords started collecting data using the measures outlined in the ‘Tenant Satisfaction Measures, Tenant survey requirements’ and ‘Tenant Satisfaction Measures Technical requirements’ documents.

Following our initial survey in 2023, in 2024 we have carried conducted a census survey across our tenants and have collated the responses.

The survey for 2024 was conducted digitally, with all tenants being sent the tenant satisfaction survey to be completed online. Of all tenants, 25% responded to the survey.

1. Overall Satisfaction with Landlord Services

2. Satisfaction with Repairs Service (Past 12 Months)

3. Satisfaction with Home Maintenance

4. Satisfaction with Home Safety

5. Satisfaction with Being Kept Informed

6. Agreement: "My Landlord Treats Me Fairly and with Respect"

7. Satisfaction with Complaints Handling

8. Satisfaction with Handling Anti-Social Behaviour

9. Satisfaction with Cleanliness of Communal Areas

10. Satisfaction with Landlord’s Contribution to Neighbourhood