Tenant Satisfaction Measures

In simple terms, the Tenant Satisfaction Measures (TSMs) is a requirement for organisations that provide social housing. It asks these organisations to gather and share information every year about how well they are performing in certain areas. This is done to give tenants a clearer picture of how their landlord is doing.

To collect this information, we survey our customers twice a year. The TSMs consist of 12 measures that ask tenants about their perception of things like property maintenance, building safety, how complaints are handled, how the landlord engages with tenants in a respectful and helpful way, and howContinue reading

This year we have added a few more questions to help us understand the results based upon our customers needs as this will help the Freebridge Team understand how different groups of residents feel about living in a Freebridge home.

Overall, the TSMs help ensure that social housing providers are accountable and transparent to their tenants, and that they are meeting certain standards when it comes to taking care of properties, maintaining safety, addressing complaints, engaging with tenants, and managing neighbourhoods responsibly.

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It's TSM Time!

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Who are conducting the Tenant Satisfaction Measures Survey?
Freebridge have chosen The Leadership Factor known as TLF to conduct their Tenant Satisfaction Measures Survey.
TLF Research have a proven track record of improving companies' customer experience, satisfaction and loyalty. TLF Research are based in Huddersfield, 2 minutes away from local landmark 'Castle Hill' and are proud of their Yorkshire roots. A number of Housing Associations use TLF to conduct their TSM Surveys which gives Freebridge the ability to benchmark results against other Social Landlords.

When will the survey happen?
The survey will be conducted from 5^th August 2024 – 16^th August 2024.

Why does Freebridge conduct this survey?
Tenant Satisfaction Measures (TSMs) are designed to measure how well landlords are doing at keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management. The TSMs should let tenants see how well their landlord is doing and give the government an idea of which landlords might need to improve things. The TSMs are designed to make a meaningful difference to tenants, be possible for landlords to carry out, and be possible to regulate.

What questions are asked in the survey and how will it be conducted?
TMS are made up of ‘tenant perception’ questions and ‘performance’ measures. The type of questions TFL Research will ask will look at how satisfied you are:
- With us here at Freebridge Community Housing
- With the time we took to complete your most recent repair
- With the way your home is maintained
- With your home – do you feel safe
- That we listen to your views and act on them
- That we keep you informed on the things that matter to you
- That we treat you fairly and with respect
- With our approach to handling complaints
- That we keep communal areas clean and well maintained
- That we make a positive contribution to your neighbourhood
- With our approach to ASB
In addition, they will always check if you want your feedback to be anonymous or not.
It is really important to us that we gather views from everyone. To do this TLF Research makes calls from an 01484 number during the day and into the early evening. By doing this they get feedback from anyone who is not available during the day. They will not call later than 8.30pm. If you miss a call from TLF Research you do not need to worry. They will call you back at another time. They will never expect you to call them so you do not need worry about any cost.
You may receive a link via a telephone call, an email or SMS to participate in an online survey.

One last thing…
The interviewers understand that your time is precious. They will arrange to interview you at a time that suits you.
Just to reassure you, the interviewers come from all walks of life. Many of them have worked for TLF Research for years because they enjoy talking to people and find the work so interesting.
TLF Research tells us that their interviewers enjoy talking to housing association customers. This is because you are friendly and happy to give feedback.
Finally and most importantly, your opinions matter to us. We dedicate time to reading all your scores and comments to understand how you feel and what we need to do differently.
If you get a call or a link to a survey please do take the time to let us know how you feel and help make a change for everyone!
TSM Results 2022/23

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We recently received the results of our Tenant Satisfaction Survey.

This was a hugely important undertaking for Freebridge - and we are very thankful to the 834 of you who decided to let us know what you think about the service we provide for you.

Naturally, the results gave us much to reflect on both internally as a Housing Association and externally with your Customer Ambassadors and Service Champions.

Having studied the results and your comments ourselves, we can tell you that the Customer Ambassadors and Service Champions are now working with us to establish why satisfaction levels were low in the following areas:
- Customer satisfaction with Freebridge’s approach to handling complaints
- Customer satisfaction with Freebridge’s approach to handling anti-social behaviour (ASB)
- Customer satisfaction regarding how Freebridge listens to tenant views and acts upon them
As well as those areas listed above, here are the rest of the results below from our Tenant Satisfaction Survey. We’ve compared our results to a group of housing associations in the East & South East Region.
We want to hear from you!

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We've now starting the next round of our Tenant Satisfaction measures (TSM) Survey
A selection of customers will be receiving an email from TLF (The Leadership Factor) who are sending out the latest link to the survey on our behalf - it's perfectly safe to click this link and the email will include the Freebridge logo.
Not everyone will receive an email or call; and those that do receive it will be anonymous to us. If you don't receive one this time, we'll be running it again later this year.
If you received the email but would like to opt out of any future communications on this subject, you can do by contacting customervoice@freebridge.org.uk and letting us know.
If you can, we'd really appreciate you taking five minutes out of your day to fill in the survey - your time and your voice really does make a difference!