Tenant Satisfaction Measures

Our new satisfaction survey

In 2020, the government published its Social Housing White Paper with a range of improvements for people living in social housing.

As part of these improvements, starting in October 2023, we’ll ask our residents how they feel about us as a landlord. We’ll use the new set of ‘Tenant Satisfaction Measures’ (TSMs) to help the Regulator of Social Housing understand our performance in providing good-quality homes and services.

Regulator of Social Housing's guidance

CX Feedback

To help ensure our TSMs are fair, we’ve asked CX Feedback, an independent tenant engagement research agency, to carry the survey out for us. We’ll ask you the same questions that all other social housing providers will ask their residents. 

If you're a THCH social housing resident, you may recieve a text mesage and/or email from 'CX Feedback' inviting you to take part in our survey. 

Helpful information

We've put together some FAQs to help you understand what will happen if you're contacted to provide your feedback.

Why are you doing this survey?

We’re always looking for ways to improve what we do using resident feedback. In 2020, the government’s Social Housing White Paper set out a series of enhancements to improve the living conditions of people living in social housing.

As a result of this paper, the Regulator of Social Housing (RSH) introduced a new framework for all social housing landlords to report on some Tenant Satisfaction Measures (TSMs). The Regulator will use the feedback from residents to understand our performance as a landlord.

Who will contact me?

We’ve asked an independent tenant engagement research agency, CX Feedback to help us collect survey responses. They’ll be in touch with our social housing residents via text message or email.

If you’re unable to complete the survey online, you can visit our Minerva Community Centre (E2 9EH) on 23 October between 10am - 2pm, where a member of our team can provide support.

When will CX Feedback get in touch?

You may receive a text message or email from ‘CX Feedback’. The survey shouldn’t take more than 10 minutes to complete. And don’t worry, your unique link to the survey will let CX Feedback know that you’ve already taken part and they’ll stop contacting you. 

If you’re unable to complete the survey online, you can visit our Minerva Community Centre on 23 October (E2 9EH) between 10am - 2pm where a member of our team can provide support.

What questions will you ask me?

The questions we’ll ask are the same ones that all other social housing providers will ask their residents. CX Feedback will ask for your opinions on five core themes: repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement, and responsible neighbourhood management.

They will never ask for any personal passwords or financial information such as your bank account details.

Is my feedback confidential?

Yes. CX Feedback will share anonymous answers with THCH only. If there are any questions which you would prefer not to answer, please let them know. CX Feedback will never include anything in its findings that could identify you as an individual.

What information have you shared?

The only information we share with CX Feedback are your contact details.


How do I know my data is secure?

CX Feedback will preserve your privacy and protect the personal data used in conducting all research. For full details about CX Feedback’s privacy policy please visit: cx-feedback.co.uk/privacy

Why have I not been contacted?

In line with the Tenant Satisfaction Measures technical requirements, we must only report feedback from ‘Low-Cost Rental Accommodation’ and/or ‘Low-Cost Home Ownership’. Therefore, only our social housing/rented residents are included in the survey.

To meet requirements and ensure our data is reliable, the Regulator requires us to collect a response from 10% of our eligible residents. You may not be contacted every time we do a TSM survey.

What if I don’t want to take part?

That's fine. If you click on the link to the survey, there will be an option to opt-out – you won’t have to provide feedback and you won’t receive any reminder emails or texts.

Give us feedback

There are other ways to let us know how we’re doing:

  • By making a compliment or complaint
  • By joining our Resident Voice Panel 
  • By feeding back to staff out in our communities 
  • By responding to occasional surveys and consultations 


Get involved

We're here to help. Get in touch on 020 7780 3070 or