Tenant Satisfaction Measures - moving to quarterly
We are required by the Regulator of Social Housing to report on a set of performance measures. This is to understand how well we’re providing quality homes and services, and where there’s room for improvement. These Tenant Satisfaction Measures (TSMs) are set for all social housing landlords.
Our last TSMs survey was held between January and February 2026. You can read the results here. We’ve taken on board what your latest TSMs responses have told us, and w e know that we can do much better . W e’ll be undertaking quarterly surveys over the next year or so to make sure we’re on the right track and making the improvements you want to see.
Our immediate priority is to address the level of satisfaction with complaints, so we’ve enlisted support from colleagues across the organisation and appointed an interim Head of Complaints.
Telephone calls with residents for the quarterly survey will take place from week commencing 27 July. They 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 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 on your phone 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.
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.
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?