Tenant Satisfaction Measures
The Regulator of Social Housing has placed a statutory obligation on all social housing landlords managing more than 1000 properties to collect and report on a suite of performance/satisfaction measures called the Tenant Satisfaction Measures (TSMs) from the 2023/2024 financial year.
The TSMs comprise of 10 landlord reported measures, based on our performance information at the end of the financial year and 12 tenant perception measures, which we obtained through a survey of all our tenants.
As well as publishing these results so our tenants can hold us to account, we have also reported them to the Regulator of Social Housing, so they can see how we are performing and what our tenants think about the services we provide to them.
2023/2024 Satisfaction Survey
Satisfaction survey results (DOCX, 898KB)
The questionnaire we used (PDF, 286KB)
Tenant Perception survey - Our approach (PDF, 94KB)
Complaints Handling Code
Social Housing landlords must carry out and publish an annual assessment against the Code to ensure their complaint handling remains in line with its requirements.
Housing Ombudsmans Complaint Handling Code Self Assessment 2024 (PDF, 887KB)
Annual Complaints Performance and Service Improvement Report 2023 (PDF, 179KB)
Response to the Annual Complaints Performance and Service Improvement Report 2023 (PDF, 133KB)
Consumer Standards
The Regulator of Social Housing's new Consumer Standards and inspection programme came into force on 1 April 2024.
The Regulator's consumer standards and regulatory approach aim to deliver a well-governed social housing sector that provides quality homes and services for tenants.
The Regulator will now assess landlords like Westmorland and Furness Council against the new consumer standards and hold us to account by carrying out regular inspections and scrutinising data on tenant satisfaction and repairs.
The four consumer standards are:
- Neighbourhood and Community Standard – Outcomes landlords must deliver in terms of engaging with other agencies (such as the Police and other council departments) so that tenants can live in safe and well-maintained neighbourhoods and feel safe in their homes
- Safety and Quality Standard – Outcomes landlords must deliver about the safety and quality of tenants’ homes
- Tenancy Standard – Outcomes that social landlords must deliver about the fair allocation and letting of homes and how tenancies are managed and ended by landlords
- Transparency, Influence and Accountability Standard – This covers the outcomes landlords must deliver about being open with tenants and treating them with fairness and respect so that tenants can access services, raise complaints, influence decision making and hold their landlord to account.
To help tenants and landlords understand what is expected under the consumer standards and how landlords might deliver the outcomes of the standards, the Regulator has published a Consumer Standards Code of Practice.