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Tenant Satisfaction Measures

Tenant Satisfaction Measures

'Tenant Satisfaction Measures' (TSM) are 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. 

What is measured?

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

Theme 1: Keeping Properties in Good Repair

What we 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 measure:

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

Theme 2: Maintaining building safety

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

  • Satisfaction that a tenant's home is safe

What we measure:

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

Theme 3: Respectful and helpful engagement

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

  • Satisfaction with our approach to handling complaints

What we measure:

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

Theme 5: Responsible neighbourhood management

What we 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 measure:

  • Anti-social behaviour cases relative to our size as landlord

Our TSM Performance 2024-25

View our TSM results for 2024-25. 

View our results

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 25 to March 26.

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.