Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing to help residents understand how well their landlord is performing. You can view our results here: Tenant Satisfaction Measures
TSMs are divided into two main categories:
1. Tenant perception measures
These are based on how residents feel about their landlord and the services provided. They are collected through surveys and include 12 standard questions that all landlords must ask. Topics include:
· Overall satisfaction with services
· Feeling safe in your home
· Being treated fairly and with respect
· Being kept informed about important matters
· Handling of complaints
2. Performance measures
These are based on actual service delivery data provided by landlords. They cover:
· Repairs and maintenance
· Building safety
· Complaints handling
· Neighbourhood management (e.g., keeping communal areas clean)
The regulator sets strict guidelines on how these measures are calculated to ensure consistency across all landlords.
Why do TSMs matter?
· Transparency: You can see how we are performing comparing to other landlords.
· Accountability: Landlords are required to report their results annually.
· Improvement: Your feedback helps shape services.
How do we collect your feedback?
The surveys are carried out with customers living in low-cost rental homes (i.e. social rent, affordable rent) and low-cost home ownership properties (i.e. shared ownership). This is in line with the requirements set by the regulator.
An external company called The Leadership Factor (TLF) to carry out the surveys on our behalf, either via text message, email or telephone.
TLF follows the Market Research Society Code of Conduct and gathers the data in line with GDPR. Your answers are subject to normal market research rules of confidentiality.
When are results published?
All landlords publish their results each year, typically by the end of July.
More information
You can read the full government guidance on TSMs here: Tenant Satisfaction Measures – GOV.UK