We’re constantly monitoring ourselves as it’s important to check how we’re doing against specific targets including those set in discussion with Somerset Council and the Tenant Satisfaction Measures (TSMs) set by the Regulator of Social Housing.

Homes in Sedgemoor have commissioned Acuity, a market research company who specialise in the social housing sector, to carry out a series telephone surveys with their residents. The survey is a general satisfaction survey (perception survey) asking residents what they think about their home and the services provided by Homes in Sedgemoor.

From this information we produce monthly performance reports which show how we’re performing.

We measure ourselves against Management Agreement Key Performance Indicators (KPIs), set by the council and the Tenant Satisfaction Measures (TSMs) set by the House Regulator. Other targets are set by our Board. The Board set Strategic and Operational KPIs and targets are set at a high level of performance within the sector we operate.

This data helps us to identify our areas of strength and weakness. It enables us to identify areas of service which need to improve and ensures we can allocate resources accordingly.

We share our monthly TSM performance reports on our website. If you have any questions or concerns regarding our performance reports, or would like to inquire about other aspects of our performance, please contact our Customer Services Team.

What are Tenant Satisfaction Measures (TSMs)

Information about the TSMs, and what they are, can be found on the Government’s website.


Tenant Satisfaction Measures (TSMs)

What are TSMs?

The Regulator of Social Housing has a system for assessing how well social housing landlords, including ALMOs like Homes in Sedgemoor, in England are doing at providing good quality homes and services.

In addition to introducing revised consumer standards, this new system will involve a set of Tenant Satisfaction Measures that all social housing landlords must report on.

This will allow customers to scrutinise our performance and understand how well we are doing as a landlord, as well as allowing you to compare us to other social housing landlords. The TSMs will also give us an insight into how we can improve.

What to expect from our surveys?

Our surveys are carried out by an Actuity, so you may not recognise the telephone number they are calling from. If you are ever in any doubt that the call is genuine then please do contact our Customer Services Team to check.

Each survey will take around 5-6 minutes to complete, and you will be asked a range of questions about our various services and how happy you are with how we deliver them.

If you reply that you are unhappy, then you will be asked to provide more detail so that we can identify where we need to improve.

We really do value your feedback, but please don’t feel that you must wait to be contacted – if you have any queries or issues with your home or tenancy then please do contact our Customer Services Team so that we can resolve them as quickly as possible for you.

See how well we are doing…

Year End 2023/2024 Results

Here is a snippet of our latest TSM results.

81.6%

Satisfied with the service provided by Homes in Sedgemoor as a landlord

82.9%

Satisfaction with repairs

87%

Satisfaction that the home is safe