How we're performing

Tenant Satisfaction Measures

From 1st April 2023, the Regulator of Social Housing introduced a new set of Tenant Satisfaction Measures (TSM’s), to assess how well social housing landlords are doing at providing good quality homes and services.

The measures are aimed at helping improve standards for people living in social housing, by:

• Providing visibility, letting tenants see how well their landlord is doing and enabling tenants to hold their landlords to account.

• Giving the Regulator insight into which landlords might need to improve things for their tenants.

As a registered provider who owns more than 1000 units of housing stock, we are required to submit information relating to our performance against the TSM’s to the Regulator of Social Housing on an annual basis.

Ten of the TSM’s are measured by monitoring performance against a set of key standards, and 12 are measured by carrying out tenant satisfaction perception surveys to understand what our customers think about the services we offer.

During February and March 2024, we carried out 333 TSM surveys with a diverse range of our customers, across various locations, property types and age ranges to gather a broad understanding of our tenant views. These surveys were carried out via telephone by our appointed partners Callerz Ltd.

Unity’s Performance on TSM measures

Unity’s performance against the TSMs and our approach and representativeness of the surveys completed, together with the questions asked can be found on the links to the right of the page available to download entitled:

Tenant Services Measures 2023/2024
Approach to collecting TSM surveys and representativeness
TSM questions asked

Complaints Performance

Unity has to report its performance on the number of formal complaints received in the year and the timescales for handling these complaints, please see the table on the right of the page indicating Unity complaint performance for 2023-24