Introducing Tenant Satisfaction Measures


In April last year, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs).

Home with question marks representing a housing survey

These measures are designed to help customers see how well their social landlord is doing.

All landlords with over 1,000 homes, are required to publish their results each year, with the first set of results due by June 2024.

There are 22 Tenant Satisfaction Measures that we’ll be reporting on, split into two parts:

  • 12 customer perception measures: These will show your satisfaction with the services we provide, for example, how well we’ve managed your repair or resolved complaints.
  • 10 performance measures: These measures are based on our performance information, for example, how many of our homes meet the Decent Homes standard and how many cases of anti-social behaviour have been reported to us.

Find out more about the TSMs on the government website.

How have we gathered your feedback?

We’ve been carrying out surveys with our customers each month since April last year. This is in line with the guidance set out by our regulator.

We’re now collating and reviewing our results before publishing them on our website in Summer 2024.

We’ll be using your feedback to help us understand where we need to improve our services and taking action where required.

Looking ahead

From 1 April 2024, we’ll be working with an independent research partner called TLF Research who will carry out the surveys on our behalf going forward.

Customers will be invited to answer a set of 12 questions.

The data collected between 1 April 2024 to 31 March 2025 will be published in June 2025.

The responses collected will be used to improve our services.

More information 

To find out more about the Tenant Satisfaction Measures, please see the following:

What are Tenant Satisfaction Measures?