Tenant Satisfaction Measures
The Regulator of Social Housing’s Tenant Satisfaction Measures went live in April 2023 – with all social landlords now required to collect data on a range of tenant satisfaction measures like repairs, safety and complaints.
You can find out more about the Tenant Satisfaction Measures standard on the Government's website by clicking here: Tenant Satisfaction Measures standard
Our approach to Tenant Satisfaction Measures
All of our TSMs are measured following the specific descriptions and calculations outlined by the Regulator of Social Housing and follow the advice and guidance outlined in the Tenant Satisfaction Measure technical requirements and the Tenant Satisfaction Measure Survey requirements. To read full details about our approach to Tenant Satisfaction Measures and to see the questions that are asked to tenants as part of the survey, click here.
2023/24 results
The standards require us to report against 22 key measures, of which ten are management information measures and twelve are satisfaction-based measures, collected through a tenant perception survey that we carry out over the phone.
The results help the Regulator to decide which landlords will be inspected in new style inspections that started this year.
2024/25 half year results
We have recently published the half-yearly results for the 2024/25 Tenant Satisfaction Measures. You can read those by clicking here.
Tenant Satisfaction Measures telephone surveys
We survey tenants to understand how satisfied you are with our services, with questions based around the Tenant Satisfaction Measures.
What you tell us helps us to understand where we're doing well and the areas where we can improve.
Find out more about the telephone surveys by clicking the button below.
