The Whiteley Homes Trust
Our Performance
Measuring how we perform enables us to gauge how we are meeting the expectations of residents, informs how we can improve and helps strengthen our community.
Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures (TSMs) are a set of performance indicators that the Regulator of Social Housing (RSH) uses to assess how well social housing landlords are meeting the needs of their tenants. These measures are designed to increase transparency and accountability within the social housing sector, enabling residents to scrutinise their landlord’s performance and enabling the RSH to identify areas needing improvement.
Collecting and using the data
Data is collected through regular resident online and postal surveys and is used to help us understand how satisfied residents are with our services and how they feel about the safety of their homes and living in the village. It enables us to identify areas for improvement and to be more transparent in how we report our performance to residents and to our regulator (RSH). Additionally, the Regulator of Social Housing (RSH) uses this information to assess how we are meeting the Consumer Standards compared to other registered providers in the social housing sector.
The 2024 – 2025 survey
We publicised that a survey would be issued in our monthly News Bulletin and emailed all the residents who have shared their email address with us. Paper surveys were then hand delivered to all residents in the village and we set up collection points across the village for completed surveys over a period of four weeks.
To make it as easy as possible for residents to give us their feedback, housing support workers collected surveys for anyone that wasn’t able to use the collection points to drop their completed forms to us. All surveys were anonymised so we are unable to provide a demographic breakdown of respondents.
Find out more
If you’d like to find out more about Whiteley Village, our facilities or our services, please call us on