Our Tenant Satisfaction Measures
31 July 2024
We’ve published our Tenant Satisfaction Measures (TSMs) which show how we’ve been performing over the past year.
We’ve published our Tenant Satisfaction Measures
The TSMs also provide a way to compare performance across social housing landlords.
Based on a combination of customer survey feedback and our own performance information, you can see how we’re doing across a range of areas including:
- overall satisfaction
- repairs
- safety
- complaints
- anti-social behaviour.
Kate Gascoigne, A2Dominion’s Chief Customer Officer, said: “We want to thank our customers for taking the time to answer our TSM surveys and sharing their views. We’re committed to listening to customer feedback to help us understand what we’re doing well and where we need to improve.
“Many of the issues that customers spoke to us about were already known to us. Work is under way to make the significant and rapid changes that we know are needed.
“These are all set out in our improvement plans and we’ll continue to share regular updates on our progress as we work towards providing better services for customers.
“We know that the services some customers are receiving are not where we or customers want them to be, and we are committed to improving these areas significantly over the next 2 years.”
How we gather our results
The TSM surveys are undertaken with customers living in low-cost rental accommodation and low-cost home ownership, in line with the requirements set out by the Regulator of Social Housing.We’ve been carrying out surveys with our customers each month, asking a set of standard questions set by the regulator.
We work with an independent research partner called The Leadership Factor (TLF) to conduct the surveys. TLF follows the Market Research Society Code of Conduct and data protection rules, and answers are subject to market research rules of confidentiality.
