We believe the best way to improve is by listening to those who know our homes and services the best – our residents. One way that we do this is through Tenant Satisfaction Measures (TSM), which help us to demonstrate and track the quality of our service to the Regulator of Social Housing. Each year we telephone all our residents to complete a survey with the questions set by the Regulator. This looks at key areas like repairs, maintenance, how we communicate and handle complaints, and manage building safety. We look at the feedback as a whole and report this to the regulator, our residents and our partners. We also look at the data for any differences in responses to identify if our services are experienced differently by residents (for example, from one estate to another).
The feedback allows us to understand where our services are working well. Over the last three years, our results have improved across all categories: we saw an average increase of 6% and our scores for listening and acting on your views increased by 10%.
How we use your feedback
We don’t just collect data; we use it to build action plans that address what matters most to our residents. We also use the data to understand where we need to focus on improvements. Whether it’s improving our repairs service, our estate-based presence, or our new resident engagement strategies, your insights are at the heart of our decision-making.
We have, for example, improved satisfaction with repairs through our partnership with EVO, making it easier to report repairs, book appointments and track them.
Data collection for our next survey
Each year, over the summer, our team will be calling residents to collect our next round of satisfaction data. Postal surveys can also be requested. Please complete this survey; we can only improve your experience by understanding it. If you do not receive a call by the end of September 2026, please contact us at housing@ids.org.uk.
We want to thank all of our residents in advance for helping us continue to learn, adapt and improve.
You can find more detailed information and analysis of our TSM results since 2023-2024 here.