Tenant Satisfaction Measures

Your chance to tell us how we are doing

Tenant Satisfaction Measures (TSMs) are a new way for social housing tenants to understand how their landlord is performing against key service areas. 

What are Tenant Satisfaction Measures?

TSMs were introduced by the Regulator of Social Housing (RSH) on 1 April 2023. The Regulator has introduced TSMs to make it easier for people to compare landlords on a like-for-like basis.

The measures are aimed at helping improve standards for people living in social housing, by:

• providing visibility, letting tenants see how well their landlord is doing, and enabling tenants to hold their landlord to account
• providing the regulator an insight into which landlords might need to improve things for their tenants

What will be measured?

There are 22 Tenant Satisfaction Measures (TSMs) in total and all social housing providers must report on them. The measures are split into two parts:

• 10 performance measures that we will collect through management performance information
• 12 tenant perception survey measures that will be collected through surveying customers directly

Results from every housing provider will be visible for everyone to view online.  

The TSMs cover the following key areas:

• overall satisfaction
• keeping properties in good order  
• maintaining building safety  
• respectful and helpful engagement   
• effective handling of complaints/ASB  
• responsible neighbourhood management 

Why is it important to complete the survey?

• your feedback will help us prioritise areas of our service to improve
• the measures will enable residents to hold their landlords to account
• they will re balance the tenant and landlord relationship, giving tenants a stronger voice
• they will enable the regulator to understand how we are delivering our services
• and importantly, if you let us know you aren't satisfied, it allows us to review and make changes to our services

Who will contact me?

• we are working with Kwest Research to regularly survey a representative sample of our tenants. Kwest Research currently support us with the Repairs and New Home surveys.

How we survey our tenants?

• Kwest will contact tenants by phone or email
• Kwest will ask for residents' opinions on the services that we provide and may check contact details are up to date. They will never ask for any personal passwords or financial information such bank account details.
• surveys typically last between 10 and 12 minutes
• if a resident would prefer not to take part, please let the Kwest caller know, and they will make sure they are removed from our contact list for future surveys depending on their preference.

What will you do with the results?

These are shared with the regulator for social housing so you can compare our performance to other landlords and use the results to ask us questions about what we are doing and why.

We will create clear actions from what we learn, and results will support our service plan and priorities to continue to deliver the best possible service to meet the needs of all tenants. We will compare the results of the perception survey to our regular insight surveys and consider all of the comments we have received. Look out for the action plan.