Tenant Satisfaction Measures 2023-2024 Year End Results Low Cost Rental Accommodation
North Devon Homes are always looking to improve on what we do and the services we deliver. To help us do that, we watch our performance closely, compare our results with others, and actively encourage customers to work alongside us to help shape the services we provide. In addition, we carefully review all feedback received, aim to learn from our mistakes and grow.
Tenant Satisfaction Measures (TSMs)
In April 2023, the Regulator of Social Housing introduced the Tenant Satisfaction Measures (TSMs); these have been created to help us, our customers and the Regulator assess how well we are doing at providing good quality homes and services and to find even more opportunities to do things better.
In total, there are 22 TSMs.
12 customer perception measures – these show how our customers feel about us and the service we provide, as measured by our customer satisfaction survey.
10 performance measures – these show what we have done, for example, how many repairs we have completed on time.
You can see our TSM results below for customers who rent a home from us. These are our final figures for 1st April 2023 – 31st March 2024. However, before we dive into our results, a quick note on our customer satisfaction survey.
North Devon Homes carried out our TSM satisfaction survey between May – December 2023. You can view our questionnaire in full here: Tenant Perception Survey Questionnaire 2023/24
In total 688 customers responded. Thank you for taking the time to do this – it is great to hear what you think we are doing well and where we need to improve.
You can read more about how we carried out our survey using this link: Tenant Perception Survey Summary of Approach 2023/24
You can also download a copy of our results using this link: Tenant Satisfaction Measures Year End results 23/24
What next?
North Devon Homes knows that it is not enough just to know how we are doing and where we are falling short. Behind the scenes, our team, customer scrutiny group and Board members, have been busy reviewing our scores and anonymised feedback, and developing a service improvement plan, which we will be sharing with you in our Annual Report (to be published September 2024), here on our website, and at our Customer Summer Fayre (July 2024).
In addition, we will be starting our next round of tenant satisfaction surveys starting July 2024, so if you receive a call, text message or email, we would love to hear your thoughts.
