The Regulator of Social Housing has created a new system for assessing how well social housing landlords such as Innisfree are doing at providing good quality homes and services. In addition to introducing revised consumer standards, this involves a set of tenant satisfaction measures that social housing landlords must report on.

There are 22 tenant satisfaction measures. There are 12 tenant perception measures (TPMs) which we get from surveys of our tenants and 10 operational performance measures (OPMs) which we get from our in-house data:

• Overall satisfaction – 1 x TPM
• Keeping properties in good repair – 2 x OPM, 3 x TPM
• Maintaining Building Safety – 5 x OPM, 1 x TPM
• Respectful and Helpful Engagement – 3 x TPM
• Effective Handling of complaints – 2 x OPM, 1 x TPM
• Responsible neighbourhood management – 1 x OPM, 3 x TPM

Here are the questions that we ask our residents:

To read our Annual Tenant Satisfaction Measures Report for the year 2024-2025, please see the link below:

Below, we report on our performance for the year. Tenant perception measures are blue, and operational performance measures are orange. Tenant Perception Measures are shown in orange.

If you would like more information on our performance, you can read our full tenant annual report for 2023-2024 here