HOW DID MUIR PERFORM IN THE NEW TSM - TENANT SATISFACTION MEASURES?
LEARN how we’re performing based on your feedback in the new 2023-24 Tenant Satisfaction Measures (TSMs).
The report tells us most customers are satisfied with our overall service, you feel your home is safe and that you’re treated with fairness and respect.
We know we’ve some work to do enhancing our repairs service, maintaining communal areas and how we handle complaints.
The report says what we’re doing to improve: Muir TSM Report 2023-24.pdf [pdf] 2MB
Why’s the report important?
Launched by the Regulator of Social Housing, the TSMs provide customers with an overall view of how social landlords perform - giving you a greater voice and ensuring you receive decent and safe, quality homes and services.
The TSMs cover 22 areas – with ratings provided by you, our customers.
Some words from us…
“Our 2023-24 TSM scores give residents and ourselves great insight on how well we’re doing as your landlord,” Liam Radford, Muir’s Head of Customer Experience (pictured) said.
“More than 750 of you responded to the survey, showing us how you feel across key areas of service.
“We’ve seen lots of improvement in many areas including your overall satisfaction (83.1%), how well your homes are maintained (87.1%) and how we respond to your complaints within timescales (85.7%).
“We’ve also improved in areas you said we’ve not been so good at - including a 12% satisfaction increase in how well we maintain communal areas, and a 13.9% satisfaction increase in time taken to complete repairs.
“We know there’s still work to do in these areas and we’re continuously working to improve.
“The 2023-24 TSM report tells you what we’re doing to enhance those services further, so please see how well we’re performing based on your feedback.”
It's available now: Muir TSM Report 2023-24.pdf [pdf] 2MB
We’ve already started our 2024/25 TSM survey, so if you receive a call, text or email – we’d love your feedback. It only takes a few minutes.