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As part of the updated consumer standards published by the Regulator of Social Housing, Harlow Council must report on how well we are performing as a social housing provider.
These standards, known as Tenant Satisfaction Measures (TSMs), are designed to give tenants a stronger voice and help hold landlords to account.
We must collect and report data on key service areas such as:
- overall satisfaction on services that matter to tenants
- repairs and maintenance
- building safety checks
- handling of complaints
- antisocial behaviour
Our Housing service gathers this information through our usual performance monitoring processes, as well as through the updated tenant surveys that ask residents directly about their experiences.