News

The Government and Regulator of Social Housing have introduced a new way to measure the performance of all social housing providers in England and this time your views will decide how we do.  

The new set of tenant satisfaction measures (TSMs) will be used by all social landlords. They’ll be asking their customers the same questions, and publishing the results publicly so you can be sure that they’re collected and reported fairly.  

These measures will provide customers and the Regulator with clear and comparable information about the performance of their landlord in a number of areas. They will help customers to hold their landlords to account, and they’ll also be used by the Regulator in assessing how well social housing landlords are doing at providing good quality, safe homes and services. 

Golding Homes like other housing associations and local authorities will be assessed against 22 agreed TSMs and we’ll be sharing our performance against these measures with you and the Regulator once a year. As you’re aware we already send out regular customer satisfaction surveys which help us to improve our services. The results from these TSM’s will strengthen our efforts in this area.  

From 1 April 2023, housing associations and councils will collect information on tenants’ satisfaction with the performance of their social landlords, but we’re running a pilot survey now and in January 2023, to get an early view of how you feel about our services and to understand how we’re performing.  

What does this mean to me? 

The 22 TSMs will cover five main themes, including: 

• repairs,  

• building safety,  

• effective complaint-handling,  

• respectful and helpful tenant engagement 

• responsible neighbourhood management. 

Ten of the TSMs will be measured using our own data, for example how many complaints we respond to and the other 12 will be measured by surveying you. 

Who will we survey? 

For each organisation, a minimum number of customers must be surveyed each year. Not all customers will be surveyed each year, and customers are selected randomly – so each customer has an equal chance of being surveyed.  

Our customer surveys will be carried out by IFF-Research, an independent customer research specialist who have lots of experience in this field. They’ll be working on our behalf and will make sure all your information is held securely in line with current data protection legislation and controlled by Golding Homes.  

If you’re contacted, you might receive either a phone call or an email from IFF, asking for your opinions on the services we provide.  

For more information and FAQ's visit here