We are committed to delivering excellent services to residents and planning for the future.

We track our performance to assess and measure how well different areas are doing and the impact we’re making. Our system ensures that our performance stays on track and allows us to address issues promptly. Besides measuring our performance, we also seek residents' views.

Tenant Satisfaction Measures Survey (TSM)

In September 2023, we asked an independent company to survey over 1,000 council tenants to collect their views and measure their satisfaction with our services. This survey is called the Tenant Satisfaction Measures Survey (TSM).

There are 22 TSMs, that cover five themes. Ten are measured directly by landlords, and 12 are measured through tenant perception surveys.

The questions cover overall satisfaction and:

• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management

2023 TSM Survey Results

The 2023 TSM survey results show that BCP Homes has good satisfaction levels across various services, including our overall service.

New Standards and Future Comparisons

The survey was conducted as part of the new standard introduced by the Regulator of Social Housing, which assesses how well social housing landlords in England provide quality homes and services.

The national results will be published on the Regulator of Social Housing’s website in 2024, allowing tenants to compare their landlord’s performance with other social housing landlords.