Notes

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ARNEWAY HOUSING CO-OP LTD

Tenant Survey Measures Arneway Housing Co-op

 

Tenant

Satisfaction Measures

 

 

USE THIS SHEET TO MAKE NOTES AND AMENDMENTS TO THE POLICY

 

 

 

Notes

49

 

This document outlines the conditions pertaining to the Tenant Survey Measures employed by Arneway Housing Co-op

One of the key objectives of the Co-op is that it has a Tenant Satisfaction Measures (TSMs) are indicators of landlords performance set by the Regulator of Social Housing (RSH), to help understand how well housing providers are meeting the needs of their tenants. These measures are part of a new system designed to help make landlords’ performance more visible to tenants. It will also mean they can hold their landlords accountable.

The value of having a Code of Conduct is that it allows all members to participate freely and without reservation. It allows members to take an active part in all affairs and ensures that individuals behave responsibly and effectively at all meetings. This Policy sets out the Terms of Reference for the Code of Conduct for Members of the Management Committee..

 

ARNEWAY HOUSING CO-OP LTD

TENANT SURVEY MEASURES (TSM)

 

 

  1. INTRODUCTION

 

1.1     The TSM standard requires landlords to collect, process, and publish necessary information consistently. This means the regulator can compare each landlords’ performance effectively.

Ultimately, the aim is to make sure landlords are providing quality homes and services for everyone.

The key areas covered by the TSMs are:

  • Property repairs
  • Building safety
  • Complaints handling
  • Tenant engagement

 

 

1.2.      For more information and the full list of TSMs, please visit the Regulator of Social Housing

 

 

2.0 WHY THESE MEASURES MATTER:

 

2.1     These measures help us understand how happy you are with different parts of our service and show us where we can improve. This lets all Members see how well the Co-op is doing in each area and ensures we maintain high standards thought the Co-op.

 

 

 

3.0 HOW WE GATHER THE DATA:

 

3.1     For the TSMs, we gather data through a combination of two methods:

  • General Meetings: We collect and encourage all Members to provide their experience and opinion at our General Meetings; where Board Members are available to speak to them on a one-to-one basis.
  • Management data: We gather information from or Annual Inspection when all Members have the opportunity to comment on our services and speak to the Maintenance Officer on specific repairs and any other aspect of the Co-op’s services, especially on health and safety aspects of the property.

3.2     We are also adding follow-up questions on repairs, complaints, and anti-social behaviour to get a better understanding on your opinions. We have hotline for every Member to report an incident 24 hours every day including out of hours after 6.00pm

3.3     In addition to the TSMs we run a wide range of surveys, which gather your views on all kinds of services we provide. Some surveys check how well we handled the specific services you have requested, like repairs, contact centre calls, or shared ownership purchases. They are done shortly after the event, usually within weeks, to provide quick feedback

 

 

4.0 : WHEN AND WHERE WE PUBLISH RESULTS

 

 

4.1     We believe in transparency and accountability. Our TSM results will be published annually on the website, allowing you to see our performance and the steps we are taking to improve.

4.2     We also plan to publish our TSM scores in this year’s ‘Annual report’ which will be published in the Autumn. Check out our latest performance below.

4.3 In addition to the TSMs, we will continue to publish our performance regularly through a number of ongoing initiatives and reports:

  • Monthly Arneway Newsletter
  • Board Meetings – Reports to the Board Members
  • Minutes of General Meetings
  • Arneway Annual Report

 

5.0 UR COMMITMENT AND NEXT STEPS:

 

  1. 1 Members have the opportunity to make their representation at anytime by email to the Office at the time of the Annual Inspections; following a Repair they have received, and at the General and AGM Meetings. The Board will also create a separate page on the website where members make leave a comment from the Co‑op other than legitimate expenses incurred while on Co-op business.

 

 

6.0 CONFIDENTIALITY:

 

6.1        If a member wish to make a comment anonymously and in writing this can be deposited in an envelope and marked for the attention of the HSM; and left at the entrance desk of the Office at The Designworks, Park Parade Harlesden London NW10 4HT

 

 

 

 

 

 

Date:

 

 

This document has been revised in 2026

 

This is the end of the document.