Tenant Satisfaction Measures
We've changed how we collect TSM feedback
Since the merger between Flagship and Bromford, our approach to TSMs has changed. Previously, we worked with an independent external company called IFF Research to carry out our surveys.
Since April 2025, we've aligned our TSMs with Bromford. That means we'll be attempting to speak to every tenant every year to find out how we're doing. The biggest change for you, as our tenants, is that your TSM call will now come from someone at Bromford, on our behalf.
So if you get a call from 0330 123 4034 asking for your feedback on Samphire Homes, it is legitimate.
What are TSMs?
In 2020 the government published the social housing white paper. It set out a series of improvements for people living in social housing, including a new Charter.
Following this paper, in April 2023 we started reporting on Tenant Satisfaction Measures so the Regulator of Social Housing can understand how well we’re doing at providing good quality homes and services to you, our tenants. An important part of the TSMs is measured using your feedback.
Frequently asked questions
Why are you carrying out this research?
We’re always looking for ways to improve what we do! And, in 2020, the government published the social housing white paper, setting out ways to improve things for people living in social housing. The Regulator of Social Housing will use the feedback from tenants to understand how well we’re doing at providing good quality homes and services.
The Transparency, Influence and Accountability standard requires all registered providers of social housing to collect and report annually on their performance.
Bromford and Flagship have been collecting TSMs since April 2023. The TSMs are reported internally monthly, the first set of annual results for each organisation were submitted to the regulator in June 2024 and shared with customers via Bromford and Flagship websites.
Who will contact me?
You'll be contacted by someone from Bromford, calling from 0330 123 4034.
What will I be asked?
You'll be asked for your opinions on the services that we provide and may check that your contact details are up to date. You will never be asked for any personal passwords or financial information such as your bank account details.
How long will the survey take?
Typically, no more than 10 minutes.
Is my feedback confidential?
Your responses can be kept completely anonymous - if you’d like to do that, just make sure you ask during the call. If there are any questions which you would prefer not to answer, please let them know.
We will never publish anything in our findings that could identify you as an individual.
How do I know my data is secure?
Privacy is as important to us as it is to you.
Your answers to the TSM survey will be published in our reports but will not be publicly traceable to you as an individual.
All of your data, whether through TSMs or simply by being a tenant of ours, is kept securely and confidentially. You can read more about this in the Flagship Privacy Notice. Please let us know if you'd like this information in another format.
Why have I not been contacted?
Since April 2025, we have aligned our TSM approach with Bromford. That means we'll now contact every tenant, every year.
But you don't have to wait for your TSM call if you'd like to give us feedback! We welcome your opinions, and would be glad to talk it through with you - please give us a call on 0808 169 9301 to do so.
What if I don't want to take part in surveys?
That's fine. The person calling will always check that you are happy to take part. If you would prefer not to, just let the person know, and we will make sure we remove you from our contact list.