Latest Tenant Satisfaction Measures (TSM) survey launch
Every year, we are required to report on a set of performance measures to understand how well we’re providing quality homes and services, and where there’s room for improvement. These are called Tenant Satisfaction Measures, or TSMs, and they are set by the Regulator of Social Housing for all social housing landlords to report on annually.
From 26 January – 14 February 2026, telephone calls with residents will take place for the 2025/26 Tenant Satisfaction Measures survey. These calls will be made on our behalf by our partner, Acuity. A representative sample of tenants and shared owners will be contacted.
If you are called by Acuity and wish to take part in the survey, your responses will be kept confidential and used to improve services. But if you’d prefer not to take part you can simply opt out.
Calls will be made between the hours of 9am-8pm Monday to Friday, and 10am-6pm on Saturdays. The number displayed will be 020 3769 6440.
Please see below for more information on the TSM survey. If you’re interested in other ways of providing feedback about our services, please check out how you can get involved and fill in our form.
Read about the results of the 2024/25 TSMS.
What is the survey about?
We have commissioned Acuity to carry out a survey of residents. The survey is a general satisfaction survey asking you what you think about your home and the housing services provided by East End Homes. The survey is similar to other ones carried out in the past and is based on standardised questions used by other social housing landlords. It incorporates the themes from the Social Housing White Paper and the Tenant Satisfaction Measures (TSMs) set by the Regulator of Social Housing. The survey is a sample of tenants and shared owners that takes place from 26 January to 14 February 2026.
Who is Acuity?
Acuity Research and Practice (Acuity) is an independent company that provides tenant satisfaction surveys and benchmarking services. The company helps housing providers to improve services and engage with residents through an understanding of satisfaction, performance and profiling data. Acuity has been providing consultancy services to the social housing sector for over 26 years.
How will the survey be conducted?
Are the surveys confidential and anonymous?