Housing performance

Tenant Satisfaction Measures (TSMs)

In 2023, the Regulator of Social Housing created a system to see how well social housing landlords in England are doing at providing good quality homes and services. This includes a set of tenant satisfaction measures (TSMs) that social housing landlords, including local authorities like us, must report on.

There are 26 measures:

  • 14 performance measures – these are collected internally through information held on our performance
  • 12 tenant satisfaction measures – these are taken directly from the tenant feedback from the perception survey, which includes the overall satisfaction measure.

The perception survey is a set of questions we ask our tenants to understand how satisfied or dissatisfied they are with services we provide.

Each of the TSMs fit into one of these five key themes:

  1. Keeping properties in good repair
  2. Maintaining building safety
  3. Respectful and helpful tenant engagement
  4. Effective complaints handling
  5. Responsible neighbourhood management

The surveys can be conducted by post, by phone, face to face, online, or however is best for our tenants. It is compulsory to:

  • at the start of the survey, confirm approximately how long it will take to complete
  • make tenants aware that the survey will be used for tenant satisfaction measures and include the 12 tenant perception survey questions exactly as written by the Regulator

Landlords are permitted to include additional questions if they wish.