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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. We started to collect the TSM data from 1st April 2023. There are 22 measures covering areas like repairs, safety and complaints. 12 of these measures come directly from customer feedback surveys.

We monitor our TSM survey responses to make sure they are broadly representative of our customer base. We monitor across four specific attributes; ethnicity, gender, age and needs. Customer representation within TSM survey responses can be found under 'Our TSM Performance 2025-26'.

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

How representative are our survey responses?

To make sure our TSM survey results are representative, we compare our respondents with our overall customer base across four specific attributes; ethnicity, gender, age and needs. This helps us ensure that the feedback we receive reflects the experiences and opinions of our customers and identify any groups we may need to engage with more effectively.

Explore the data

What are the TSM survey questions?

As part of the Tenant Satisfaction Measures (TSM), we ask customers a set of 12 standard questions used by all social housing landlords. These questions help us understand how satisfied customers are with our services and identify where we can improve.

View the questions

Our TSM Performance 2025-26

View our TSM results for 2025-26. 

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 26 to March 27.

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.