Tenant Satisfaction Measures
Listening to you and acting on what you tell us
Tenant Satisfaction Measures (TSMs) - What are they?
All social housing providers are regulated by the Regulator of Social Housing. They have set 22 criterias that all providers must measure and publish annually. These are called Tenant Satisfaction Measures.
Some of these are data that we provide, and others are captured by surveying residents. These measures are used by the regulator to track our performance, and are also for you – so that you can see how we are doing in the areas that matter most to you.
In this issue we’re looking at how well we listen to you and act on what you tell us.
'How satisfied are you that Wandle listens to your views and acts upon them?'
2024/25
2025/26
2026/27 (Target)
This question is asked to understand whether you feel that we take your views into account when making decisions and improving services.
What you told us
You told us that listening is not just about asking for feedback. It is also about showing what has changed as a result – in your day-to-day dealings with us, as well as bigger things.
We know that we need to keep improving how we involve you, how we explain decisions, and how we share the changes that have been made because of your feedback.
We were pleased to see this score improve from 42.8% in 2024/25 to 52.9% in 2025/26. This shows that the work we are doing is starting to make a difference, but we know there is still more to do.
What we’re doing differently
We have been strengthening the ways residents can help shape our services, including through our Customer Change and Improvement Panel, Resident Repairs Panel and Homeowners Panel.
These groups give residents the opportunity to share their experiences, review policies and services, and help us understand where things are not working as well as they should. Throughout this issue you can see some of the changes we’ve made after conversations with these groups.
We are also developing our Customer Voice Framework, which sets out how we listen to you, how your feedback is used in decision-making, and how we will show you what has changed as a result. This summer we’ve asked TPAS (the Tenant Participation Advisory Service) to review our entire engagement offer, and we’ll progress anything in line with their recommendations. We’ll share more about this in our next issue.
Our aim is to make sure that resident voice is heard clearly across Wandle – from day-to-day service improvements through to the decisions made by our Customer Experience Committee and Board.
How we’re learning from feedback and complaints
We learn from a wide range of feedback, including surveys, complaints, customer contact, resident panels and estate visits.
This feedback is already helping us make changes, including improvements to repairs communication, complaint handling, policies and the way we follow up when something has gone wrong.
We know that when you take the time to tell us about your experience, you should be able to see that your feedback has been taken seriously. We will keep sharing examples of how we have listened and acted in Wandle News, our annual report and on our website.
Do you have feedback for us?
We are constantly looking for feedback and would love to hear your ideas.
If you would like to help shape our services, you can join one of our resident panels or take part in future feedback opportunities.
Please email customerempowerment@wandle.com or call 0300 2000 120 and ask to speak to a member of the Customer Voice team.