TSM report 2024
The Regulator of Social Housing requires all registered providers to generate and report Tenant Satisfaction Measures as part of the new Customer Standards framework.
All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing to provide good quality homes and services.
The measures are aimed at helping improve standards for people living in social housing by:
• Providing visibility, letting tenants see how well their landlord is doing. And enabling tenants to hold their landlords to account
• Giving the Regulator insight into which landlords might need to improve things for their tenants
The TSMs are designed to see how well landlords are keeping properties in good repair, maintaining building safety, engaging respectfully and helpfully, effectively handling complaints, and managing the neighbourhood responsibly.
Here are our TSM results for 2023/24
Satisfaction with the range of services delivered by Westfield is high with many measures receiving over 90% satisfaction. This includes satisfaction with the overall services provided at 95%, whilst there is even higher satisfaction for the safety of the home and keeping residents informed, treating them fairly, the neighbourhood as a place to live and being easy to deal with. Just two measures received satisfaction levels below 80%, these being the upkeep of the communal areas (75%) and the handling of complaints where just 18% of residents were left satisfied. However, just seven residents made complaints.
