Tenant Satisfaction Measures (TSMs) are a set of measures introduced by the Regulator of Social Housing to help tenants understand how their landlord is performing. 

They cover areas including: 

• overall satisfaction 
• repairs 
• keeping homes safe 
• communication and engagement 
• neighbourhood management 
• complaints 
• respectful and helpful engagement.  

We publish our TSM results each year. 

Our results include both: 

• tenant perception measures, based on what residents tell us through our annual survey  
• management information measures, based on our performance information, including repairs, complaints and building safety.  

We want residents to receive a good service, but we recognise that sometimes things go wrong. 

We monitor complaints to understand residents’ experiences, identify where our services need to improve and learn from things that have gone wrong. 

We publish information about our complaints performance each year through our Annual Complaints Performance and Service Improvement Report. 

This includes information about: 

• the number of complaints we received 
• our response times 
• complaints escalated to Stage 2 
• Housing Ombudsman findings, where applicable 
• learning from complaints  
• service improvements we have made.  

Complaints

We monitor compliance with our legal responsibilities for the safety of our homes and buildings. 

Our Tenant Satisfaction Measures include management information about our performance in key areas of building safety, including relevant gas, fire, asbestos, water and lift safety checks.  See Tenant Satisfaction Measures above for details of our performance in this area.

More detailed safety records may relate to individual homes or buildings and are not published on this page. 

If you would like information relating to your own home or building, please contact us. From 1^st  April 2027, residents will also be able to request information from Innisfree under STAIRs, subject to the requirements governing the information that can be disclosed. 

Home Safety 

Our Tenant Satisfaction Measures include information about our repairs service, including residents’ satisfaction with repairs and management information about repairs performance.  See Tenant Satisfaction Measures (above) for information on our performance in this area.

You can find information about our repairs and maintenance service, including how to report a repair and what you can expect from us, in our Residents section. 

Report a Repair

Repairs & Maintenance

Our aim is to carry out an independent stock condition survey of our  homes and buildings to help us understand their condition and identify work that may be needed. 

Information from inspections can relate to individual homes and residents and is not routinely published at property level. 

The outcome of these surveys inform our planned investment works moving forward. 

Eviction is a last resort. We aim to work with residents experiencing tenancy difficulties and sustain tenancies wherever possible.  

Due to our small size, we do not report the number of evictions each year, to preserve privacy and confidentiality of the individuals involved. 

Residents have a right to request information from Innisfree under the Social Tenant Access to Information Requirements (STAIRs).