One Vision Housing
Service Review Group
Performance - Target setting review - TSMs
Background information
The Transparency, Influence and Accountability Standard requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures. These measures are called the Tenant Satisfaction Measures (TSMs). The TSMs provide tenants with greater transparency about their landlord’s performance.
To ensure our customers are satisfied with the performance targets set by our Service Managers, we carried out a consultation with tenants who form part of our Service Review Group. During this meeting, we provided insights into the rationale behind the established targets and requested their valuable feedback.
Our approach
Customer feedback is invaluable when it comes to refining our services. It pinpoints areas for improvement, fostering innovation and trust. By valuing tenant input, we can create a responsive environment, ensuring regulatory compliance and customer satisfaction.
During our feedback session, customers reviewed our targets, posed questions to our Performance and Customer Insight Team Leader, and either agreed with the proposed target, or requested an amendment.
This feedback was then shared with Service Managers and Executive Team Members who then amended the figures where possible as needed.