Our tenant satisfaction measure results 2023-24 | News

Our tenant satisfaction measure results 2023-24

Last year, we started reporting against the new tenant satisfaction measures (TSMs), which were introduced by the Regulator of Social Housing to see how well landlords like us are doing at:

  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management


To find out how we’re doing, we worked with an independent social and market research agency, IFF Research, to survey our customers and gather your feedback. We now have the results of the 2023/2024 TSM surveys to share – here are some headlines.


Nearly 7 in 10 (67.6%) customers told us they were satisfied with the service we provide.

We’re 100% compliant on all of our due safety checks – that’s things like gas, fire and asbestos safety checks.


The survey also asked some questions that aren't part of the Tenant Satisfaction Measures. Through their responses:

Nearly 7 in 10 (69.3%) customers told us they were satisfied that we were easy to deal with.

Nearly 6 in 10 (59.4%) customers told us they trust that we will do what we say will do.

Just under three quarters of customers are satisfied with the service they receive when they get in touch with our contact Hub.


And the TSM surveys aren’t just a useful way of hearing how customers think we’re doing at providing services. They also give us rich insight into where we can improve and the priorities of customers in different regions, so we can continue to tailor and work on our services to best meet the needs of the local communities.


We recognise that it’s been a challenging year – many customers continue to feel the impact of high living costs and we recognise that change isn’t always easy. But against this backdrop of uncertainty, our commitment to our customers has kept us moving in the right direction. For all that has changed, our focus has remained firmly on providing our customers with safe, warm and affordable homes. And there’s lots to look forward to in the year ahead. We’ll carry on investing in our communities and empowering our customers with support and exciting opportunities. As we continue to integrate Silva Homes into the Abri group, I’m confident we’ll further improve our offer for all customers.Dasos Christou, Regional Managing Director (South East)


A big thank you to all customers who took part in the TSM surveys over the last year. To see the full results, take a look at our Customer Annual Report.

Customer Annual Report Silva 2024.pdf[pdf] 3MB


And if you’ve got any feedback on the Customer Annual Report, let us know by completing this form.

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