Tenant Satisfaction Measures

The Regulator of Social Housing’s Tenant Satisfaction Measures went live in April 2023 – with all social landlords now required to collect data on a range of tenant satisfaction measures like repairs, safety and complaints.

We publish this information and the results help the Regulator to decide which landlords will be inspected first in new OFSTED style inspections that will start later this year.

The TSMs are: 

Overall satisfaction

Keeping properties in good repair

  • Number of homes that don't meet the Decent Homes Standard
  • Number of repairs completed within target timescale
  • Satisfaction with repairs
  • Satisfaction with time taken to complete the most recent repair
  • Satisfaction that the home is well maintained

Maintaining building safety

  • Gas safety checks
  • Fire safety checks
  • Asbestos safety checks
  • Water safety checks
  • Lift safety checks
  • Satisfaction that the home is safe

Effective handling of complaints

  • Number of complaints (relative to the size of the landlord)
  • Complaints responded to within complaint handling timescales
  • Satisfaction with complaints handling

Respectful and helpful engagement

  • Satisfaction that the landlord listens to tenant views and acts on them
  • Satisfaction that the landlord keeps tenants informed about things that matter to them
  • Agreement that the landlord treats tenants fairly and with respect

Responsible neighbourhood management

  • Number of ASB cases (relative to the size of landlord)
  • Satisfaction that the landlord keeps communal areas clean and well maintained
  • Satisfaction that the landlord makes a positive contribution to neighbourhoods
  • Satisfaction with the landlord's approach to handling ASB

You can find out more about the Tenant Satisfaction Measures standard on the Government's website by clicking here: Tenant Satisfaction Measures standard

To help us with this we survey tenants to understand how satisfied you are with our services, with questions based around the Tenant Satisfaction Measures. 

What you tell us helps us to understand where we're doing well and the areas where we can improve.

Find out more about the telephone surveys by clicking the button below.