Tenant Satisfaction Measures
What are TSMs
The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) in April 2023. All landlords are required to survey their tenants to find out how they feel about their landlord and the services they provide. The 12 questions are about:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Respectful and helpful engagement
- Responsible neighbourhood management
About the Survey
Between April 2024 and March 2025, we invited all our tenants to take part in our survey. We used different methods including phone calls, online, face to face and post. See a copy of our survey here>>TSM Survey 2024/25.pdf We followed up with tenants who reported they had outstanding issues.
A huge thank you to all our tenants who took part, we appreciate the time you have taken to complete the survey and feedback provided. We achieved a 36% return rate.
Of the 932 tenants took part in the survey:
- 331 (35.5%) completed the survey online
- 375 (40.3%) completed the survey face to face
- 223 (23.9%) completed the survey by phone
- 3 (0.3%) completed the survey by post
The feedback received will help us to understand what is working well and not so well. It also helps us understand what is most important to our tenants.
The survey results are reported to our Resident Services Committee who are keen to understand our residents' experience of our services and where we need to prioritise our efforts to improve. You can read the report here >> TSM Annual Report 2024 ~ 2025.pdf
Our TSM Performance for 2024/25
Our 2024/25 performance is shown below.
Satisfaction levels vary between our London and Walsall regions. Although London residents are less satisfied, satisfaction levels have increased in several areas from 23/24. We continue to work hard on our London action plan to improve satisfaction in all 12 areas.
We continue to receive a lot of very nice compliments from tenants about our staff, contractors and the services we deliver and have shared some with you. We love to receive compliments and when we do these are shared with staff.
Overall satisfaction
What we’re doing to improve the service we provide to our residents.
- Investing in our IT systems which, among other things, will make it easier for our residents to make payments and contact us.
- We spent more than £6.6 million improving homes by fitting new kitchens, bathrooms, doors, windows, boilers and making adaptions for people with disabilities.
- We've continued to invest in fire safety, with a particular focus on high rise buildings. This year we spent £2.7 million on fire safety work – included fitting new fire doors and adding measures to help stop the spread of fire
- We're making better use of the information we have about our homes, so we can plan our spending more effectively.
- We’ve launched a new action plan to make it easier to report problems, keep track of damp and mould repairs, and follow up to make sure issues don’t come back.
- Plans to replace CCTV on estates
- Plans to replace our lifts.
What are tenants are saying.
- I’m happy with the service you provide to all and I'm happy with my home, thank you
- Love having a home for me and my children where I feel safe
- We love being here, we have been here over 20 years and wouldn't change it.
- My tenancy officer uses translation on his phone as i sometimes struggle to understand, this is really useful and helpful to me and my partner and very welcoming
- I feel Watmos offer a great service to its community. They are easy to access for any purpose - be it repairs or advice. I am always spoken to clearly and with respect and every effort is always made to satisfy my queries.
- Watmos have always been excellent we lived 19 years always 100%
Repairs and maintenance
What we’ve done this year
- Bringing in a temporary repairs contractor in London to improve the speed and quality of repairs, as we review our current contract.
- Starting work on a new handyman service for London residents.
- Rolling out a new system to make reporting and tracking repairs easier.
- We’ve redesigned how the repairs service works – which some of you have helped us with.
- Repairs officers are now assigned to specific areas so they can better co-ordinate work and build stronger relationships with residents.
- We’re managing our contractors more closely to make sure they’re delivering the service you deserve.
- We’re improving how and when we let you know about planned works in your home or block.
- We’ve also added extra resources to support our London estates, as we review our current contractor.
What are tenants are saying
- Repairs are done quickly, and caretakers are really helpful
- Caretakers on the estate are the best I have ever known, they are a credit to Watmos.
- The cleaner is very helpful and amazing at her job she’s very good at her job and keeping the block clean
- Overall, I am happy with how Watmos has taken care of the building maintenance and repairs.
- The plumbers that came to fix my leak in the bathroom were brilliant
Customer engagement
What we’ve done this year
- Using resident feedback, we’ve shaped community plans for each estate, focusing on priorities like green spaces, security and social activities
- Residents have taken part in reviewing and improving key policies – which has contributed to increased resident satisfaction.
- Through involvement in procurement panels, our residents have influenced the selection of new service providers to ensure they meet expectations.
- Residents have been involved in reviewing our company structure, including the setting up of Tenant and Resident Associations (TRAs).
- At housing surgeries, residents raised issues face-to-face with our teams, helping us to improve local services.
- Resident involvement in estate walkabouts, parking consultations and surveys about community.
What are tenants are saying
- Area is really quiet, and calm not used to this it's nice to be here.
- Love living here and being able to do the gardening thank you to the tenancy officer who repaired my door handle on the visit.
- Always satisfied person and happy with polite staff, who always stop and talks to me.
- Staff are always helpful when I need contact them.
Complaints handling
What we’ve done this year
- Launched a new resident-led Complaints Scrutiny Panel, which has already made some valuable recommendations.
- Increased the number of Stage 1 complaint handlers.
- Trained all staff on the Housing Ombudsman’s Complaint Handling Code and introduced complaints induction for new staff.
- Provided extra support to Stage 2 complaint handlers.
- Created a process to reallocate complaints if staff are absent.
- Improved how we track live complaints and meet response times.
What are tenants saying
- I just wanted to extend my heartfelt thanks for the time, care, and effort you put into reviewing my complaint.
- It genuinely meant a lot to me that you took the time to speak with me, listen with empathy, and most importantly, thoroughly investigate every point I raised. It’s clear from your detailed response that you went to great lengths to understand the situation from all angles, and I truly appreciate the fairness, clarity, and accountability shown throughout your findings.
- Thanks to your actions, my housing officer has now reached out to discuss the antisocial behaviour issue, which has already helped put my mind at ease. I now feel more supported and reassured, knowing I’ll be able to provide them with the necessary information to ensure my home remains a place of peace and safety.
Anti-social behaviour
What we’ve done this year to improve
- We worked with West Midlands Police and Walsall Council to strengthen enforcement, using community protection notices, warnings and evictions where needed to tackle antisocial behaviour.
- Building closer partnerships with the police and local residents through a number of ASB steering groups
- A review of our ASB policy with our Resident Voice
What are tenants saying
- Amazing job dealing with the ASB hopefully it continues.
- I’m really happy with outcome of my ASB it's so peaceful now really happy with the outcome.
Management information
We are also required to report on a separate set of performance information. This information covers the period between April 2024 to March 2025.
Building safety
Decent Homes Standard and repairs
Anti-social behaviour
Complaints
What's next
- We will report our TSM performance quarterly on our website
- We will report our results to the Regulator of Social Housing.
- We will submit our performance to Housemark and compare our results with other landlords.
- We will meet with our Estate Committees to tell them about our results and ask them what they would like to see us focus on for their estate.
- We will continue to have surgeries on our estates so residents can come and talk to us in person about any issues they have.
- We will continue to speak with residents ensuring they have information on the different ways they can become involved in scrutiny and how to sign up to our Resident Voice.
- We have begun to survey tenants for 2025/26 TSMs and we intend to carry out more face-to-face surveys and try our best to engage with tenants who did not complete the survey in 24/25.
- We will develop an improvement plan based on the survey feedback provided.
Summary of approach
Our summary of approach report explains how we carried out our customer perception survey. You can read it here >>Summary of Approach 2024/25.pdf