Tenant Satisfaction Measures | Halton Housing

Tenant Satisfaction Measures

'Tenant Satisfaction Measures' (TSM) is a new way for social housing tenants to understand how their landlord is performing against key service areas.

The TSM were introduced by the Regulator of Social Housing in April 2023 for all social housing providers. There are 22 measures covering areas like repairs, safety and complaints. 12 of these measures come directly from customer feedback surveys.

We started to collect the TSM data from 1st April 2023, and we will report first year performance to both the regulator and customers in Summer 2024. Part of this is to share what we’ve learned, and any actions that we are taking as a result.

How our customers feel about the services that we provide is essential to us and our continuous improvement. Before the TSM framework was introduced, we were already conducting regular customer feedback surveys to hear how were performing from our customers' perspective.

From 1st April 2023, the Regulator of Social Housing requires all registered social landlords to report in the same way, making it easier for social housing tenants to understand how landlords are performing against the key services that matter most.

If you want to know more about why the government have introduced the Tenant Satisfaction Measures, you can find more information on their website on the buttons below.

TSM Summary

Easy Read Version

There are 22 tenant satisfaction measures, covering five themes. 10 of these will be measured by us (the landlord) directly, and 12 will be measured by us carrying out surveys with tenants. (All landlords must ask tenants the same 12 questions).

Theme 1: Keeping Properties in Good Repair

What we will ask customers to feedback on (via the TSM survey):

Satisfaction with repairs
Satisfaction with time taken to complete most recent repair
Satisfaction that the home is well maintained

What we will measure:

Homes that do not meet the Decent Homes Standard
Repairs completed within target timescale

Theme 2: Maintaining building safety

What we will ask customers to feedback on (via the TSM survey):

Satisfaction that a tenant's home is safe

What we will measure:

Gas safety checks
Fire safety checks
Asbestos safety checks
Water safety checks
Lift safety checks

Theme 3: Respectful and helpful engagement

What we will ask customers to feedback on (via the TSM survey):

Satisfaction that we listen to tenant views and act upon them
Satisfaction that we keep tenants informed about things that matter to them
Agreement that we treat tenants fairly and with respect

Theme 4: Effective handling of complaints

What we will ask customers to feedback on (via the TSM survey):

Satisfaction with our approach to handling complaints

What we will measure:

Complaints relative to our size as landlord
Complaints responded to within Complaint Handling Code timescales

Theme 5: Responsible neighbourhood management

What we will ask customers to feedback on (via the TSM survey):

Satisfaction that we keep communal areas clean and well maintained
Satisfaction that we make a positive contribution to neighbourhoods
Satisfaction with our approach to handling anti-social behaviour

What we will measure:

Anti-social behaviour cases relative to our size as landlord

Tenant Satisfaction Measures came into effect from 1st April 2023. See timeline below for more details.

Summer 2022

New Tenant Satisfaction Measures requirements created by the Regulator of Social Housing.

1 April 2023

Requirements come into force, and landlords start collecting data for Tenant Satisfaction Measures.

Summer 2024

Landlords submit their first year of Tenant Satisfaction Measures data.

Autumn 2024

First year of Tenant Satisfaction Measures data is published.

Some of the measures we will report directly to the regulator, using our internal data and reporting tools. For the 12 customer perception measures, we will conduct a customer feedback survey by telephone.

If you would like to take part in the survey but are unable to do so via telephone, then please let us know and we can arrange for the survey to be conducted via email or face to face.

We really want to know how our customers feel about the service we provide.

Customers will be chosen at random for the survey and we will be contacting around 600 customers between April 23 to March 24.

We would very much appreciate you taking part if contacted, but of course you have the right to say no, if you don't want to.