Tenant Satisfaction Measures
Our Tenant Satisfaction Measures (TSMs)
The Tenant Satisfaction Measures reported show our end of year performance (April 23 - March 24). There are 12 tenant perception questions which cover several areas, such as overall satisfaction and how safe people feel in their homes, these results are captured through customer feedback surveys. Alongside these there 10 performance measures covering building safety, repairs, complaints and ASB, these come from our systems.
The full list of all questions and their corresponding code can be found here.
Our results
Results from our three housing associations; Newtide Homes, Samphire Homes and Victory Homes; have been combined to give an overall picture of results for low cost rented accommodation from across Flagship.
Our shared ownership properties are managed by Flagship Homes which is where the results of low cost home ownership are from.
Full approach to TSM collection
Please read our full approach to collecting the TSMs here.
How we collected our results
Over the last year, a company called IFF Research contacted Flagship’s tenants across all three Housing Associations, as well as Shared Owners who completed the survey. 80% of surveys were completed by telephone and 20% online.
A fair representation
Targets were put in place to ensure a true representation of our tenants was factored into the sample of people surveyed. Age ranges, gender, location, and property type were targeted based on representation for each and we are happy to report that we were able to achieve these targets. Surveys were conducted throughout the year.
See our results for Low Cost Home Ownership
(Shared ownership)
See our results for Low Cost Rented Accommodation
(Social homes)
TSM FAQ's
In 2020 the government published the social housing white paper. It set out a series of improvements for people living in social housing, including a new Charter.
Following this paper, in April 2023 we started reporting on some Tenant Satisfaction Measures (TSMs), so the Regulator of Social Housing (RSH) can understand how well we’re doing at providing good quality homes and services to you, our tenants. An important part of the TSMs is measured using your feedback.
We've put together some FAQs to help you understand what will happen if you're contacted to provide your feedback.
Frequently asked questions
Why are you carrying out this research?
We’re always looking for ways to improve what we do! And, in 2020, the government published the social housing white paper, setting out ways to improve things for people living in social housing. The Regulator of Social Housing will use the feedback from tenants to understand how well we’re doing at providing good quality homes and services.
The Transparency, Influence and Accountability standard requires all registered providers of social housing to collect and report annually on their performance.
Bromford and Flagship have been collecting TSMs since April 2023. The TSMs are reported internally monthly, the first set of annual results for each organisation were submitted to the regulator in June 2024 and shared with customers via Bromford and Flagship websites.
Who will contact me?
You'll be contacted by someone from Bromford, calling from 0330 123 4034.
What will I be asked?
You'll be asked for your opinions on the services that we provide and may check that your contact details are up to date. You will never be asked for any personal passwords or financial information such as your bank account details.
How long will the survey take?
Typically, no more than 10 minutes.
Is my feedback confidential?
Your responses can be kept completely anonymous - if you’d like to do that, just make sure you ask during the call. If there are any questions which you would prefer not to answer, please let them know.
We will never publish anything in our findings that could identify you as an individual.
How do I know my data is secure?
Privacy is as important to us as it is to you.
Your answers to the TSM survey will be published in our reports but will not be publicly traceable to you as an individual.
All of your data, whether through TSMs or simply by being a tenant of ours, is kept securely and confidentially. You can read more about this in the Flagship Privacy Notice. Please let us know if you'd like this information in another format.
Why have I not been contacted?
Since April 2025, we have aligned our TSM approach with Bromford. That means we'll now contact every tenant, every year.
But you don't have to wait for your TSM call if you'd like to give us feedback! We welcome your opinions, and would be glad to talk it through with you.
What if I don't want to take part in surveys?
That's fine. The person calling will always check that you are happy to take part. If you would prefer not to, just let the person know, and we will make sure we remove you from our contact list.