How we are doing
We use your feedback and other information to see how well our services are working. We listen to what our customers tell us and use this to review how we are doing.
This includes regulatory measures like the Tenant Satisfaction Measures (TSMs), and our own Platform Pledges. Together, these help us understand what matters most to you, show how we are performing, and find ways to improve where we need to do better.
What we do to review our performance and why we do this.
Reviewing our performance helps us understand whether we are delivering our services at a standard you should expect from us.
Some of the measures we report on are set by the Regulator of Social Housing. These include Tenant Satisfaction Measures, which look at important areas such as repairs, safety, complaints, neighbourhoods and how well landlords listen to customers.
We also report against our own Platform Pledges. These are the service standards we have set for ourselves, shaped by customer feedback, and they explain what you can expect when you use our services.
By looking at these results alongside feedback from surveys, Platform Voices, complaints and You Said - We Did, we can see what is working well and where we need to improve. This helps us make better decisions, focus on the right areas and show how customer feedback is helping to shape our services.
Platform Pledges
At Platform, we're always striving to improve your experience with us. That's why we've launched Platform Pledges – a clear and simple set of service standards that show exactly what you can expect from us, every day.
Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys to generate and report TSMs annually as specified by the Regulator of Social Housing. TSMs are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.
Assurance of Approach
TLF Research were commissioned to carry out our TSM research in accordance with guidance provided by the Regulator of Social Housing on behalf of Platform Housing Group in 2025/2026. TLF Research is a customer experience and market research agency specialising in actionable insights to improve client satisfaction, loyalty, and business outcomes.
Tenant Satisfaction Measures FAQs
Feedback from our customers is hugely important to us and to the housing sector as a whole. That’s why the Regulator for Social Housing has introduced Tenant Satisfaction Measures, TSMs for short, in a bid to hold housing providers to account for their actions and give customers greater visibility of their performance.
You Said - We Did
Improving services for all our customers is a priority for us, and your voice shapes how we work. Here you’ll find examples of how your feedback from surveys, polls, and forums on Platform Voices has directly influenced decisions and helped make a difference.
