Tenant Satisfaction Measures (TSM’s) Your feedback

Closes 30 Sep 2026

Opened 3 Sep 2024

Contact

Overview

We would like to say a big ‘Thank You’ to all of our tenants and residents who took the time to complete the TSM telephone survey.  All the results have now been submitted to the Government via our Annual Return.

While we wait for the outcome of how we compare to other organisations, we want to share some of the feedback with you:

  • Residents are treated fairly and with respect: 77% satisfied 
  • Satisfaction that homes are safe: 77% 
  • Satisfaction that properties are well maintained : 66% 

Residents were less happy with: 

  • Handling of anti-social behaviour cases: 51% satisfied 
  • Housing services makes a positive contribution to the neighbourhood: 50% satisfied 
  • Handling of complaints: 25% satisfied 

More detailed information with be shared with residents in the coming weeks. 

How are we performing?   

Havering’s Housing Service has a number of performance targets that we aim to achieve.  We do this by collecting information on a monthly basis which we report to our Management team.  These targets help us to monitor our performance and highlight where we need to make improvements.

We will link our performance information to our Service Standards so to start with, we will publish data on:

  • Day-to-day repairs
  • Returning your telephone calls
  • Responding to your complaints

To ensure we keep you up to date, over the next few months we will be publishing more information on how we are performing.

Audiences

  • Tenants

Interests

  • Housing page