We’re listening: Tenant Satisfaction Measures
Friday, 19 September 2025 by Chirpsy
By listening and learning from our customers, we’re redefining what it means to feel at home – with support, stability, and transparency that lasts.
We're currently carrying out our Tenant Satisfaction Measures survey to better understand how customers feel about their homes, services, and experience with us.
What are Tenant Satisfaction Measures (TSMs)
They are designed to make housing providers more transparent and accountable. We ask about the things that matter most to you – like repairs, safety, communication, and how easy it is to get support when you need it.
How are we doing it?
We’ve partnered with Acuity, an independent research company, to carry out the surveys. That means your feedback is confidential, and your voice is heard without filters.
Surveys are being conducted via:
Phone
Email
Text message
So, if you hear from Acuity, it’s a genuine request to help us improve – and we’d love to hear from you.
Why does it matter?
Because Sparrow’s future is being built around what matters to you. Your feedback helps us:
Improve how we communicate and deliver services
Make our homes and communal spaces safer
Ensure value for money
Shape an experience that’s clear, kind, and empowering
We’re not just collecting data – we’re using it to drive real change.
How are we doing?
These measures were introduced by the Regulator of Social Housing to better understand how customers feel about their homes and services – and to help providers act on that feedback.
A way in today, a way up tomorrow
This is just one part of our mission to be the best shared ownership provider. By listening and learning from our customers, we’re redefining what it means to feel at home – with support, stability, and transparency that lasts.
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