Our Survey
Dear Resident
The Regulator of Social Housing has introduced the Tenant Satisfaction Measures (TSM) to look at how well landlords are doing in providing good quality homes and services.
The measures cover:
Overall satisfaction
Keeping properties in good repair
Maintaining building safety
Effective handling of complaints
Respectful and helpful engagement
Responsible neighbourhood management
There are 22 measures and we have to report on all of them. 12 of these measures come directly from tenant feedback surveys, 10 come from information we hold about our performance.
Because we have less than 1,000 properties, we will run this survey every 2 years. We ran our first survey in 2023 so this year 2025 is the second time of running this survey.
This will mean that:
· You can check on our performance
· We can see where we can improve
· The Regulator can see how we are doing and what you think of our services
You will be able see our TSM results on our website and in the ‘Here at Horton’ newsletter. We will give you a ‘You Said’ ‘We Did’ response to the survey. Where you are not happy or suggest improvements, we will make an Action Plan so we can put things right.
Our survey
The survey takes about 5 minutes to complete. It is:
· Confidential
· Open from 1st to 31st October
· Open to all tenants of Chartford Housing
Chartford Housing is our landlord arm, but you probably know us as Horton Housing. For the purpose of this survey, we will refer to the landlord as Horton Housing.
You can complete the survey yourself or with support from an independent person of your choice e.g. advocate, relative, friend or other agency worker.
The Survey is confidential and your views are really important to us. However, you don’t have to answer any questions that you don’t want to. The information you provide will not identify you and will only be used to produce the TSM Report.
For more information about how Horton Housing complies with data protection legislation please visit: https://hortonhousing.co.uk/legal-privacy-and-cookie-statement/ or speak with a Horton Housing colleague
Thank you
The Regulator of Social Housing has introduced the Tenant Satisfaction Measures (TSM) to look at how well landlords are doing in providing good quality homes and services.
The measures cover:
Overall satisfaction
Keeping properties in good repair
Maintaining building safety
Effective handling of complaints
Respectful and helpful engagement
Responsible neighbourhood management
There are 22 measures and we have to report on all of them. 12 of these measures come directly from tenant feedback surveys, 10 come from information we hold about our performance.
Because we have less than 1,000 properties, we will run this survey every 2 years. We ran our first survey in 2023 so this year 2025 is the second time of running this survey.
This will mean that:
· You can check on our performance
· We can see where we can improve
· The Regulator can see how we are doing and what you think of our services
You will be able see our TSM results on our website and in the ‘Here at Horton’ newsletter. We will give you a ‘You Said’ ‘We Did’ response to the survey. Where you are not happy or suggest improvements, we will make an Action Plan so we can put things right.
Our survey
The survey takes about 5 minutes to complete. It is:
· Confidential
· Open from 1st to 31st October
· Open to all tenants of Chartford Housing
Chartford Housing is our landlord arm, but you probably know us as Horton Housing. For the purpose of this survey, we will refer to the landlord as Horton Housing.
You can complete the survey yourself or with support from an independent person of your choice e.g. advocate, relative, friend or other agency worker.
The Survey is confidential and your views are really important to us. However, you don’t have to answer any questions that you don’t want to. The information you provide will not identify you and will only be used to produce the TSM Report.
For more information about how Horton Housing complies with data protection legislation please visit: https://hortonhousing.co.uk/legal-privacy-and-cookie-statement/ or speak with a Horton Housing colleague
Thank you