Tenant Satisfaction Measures

Overview

Tenant Satisfaction Measures (TSMs) 

What they are 

The Tenant Satisfaction Measures (TSMs) are part of a huge overhaul of social housing regulations, to help us understand the needs and preferences of our tenants and let all residents know how well we are doing at providing quality homes and services. 

All social housing landlords in England need to speak to and survey their tenants to report on the TSMs from April 2024. The survey questions are designed to see how well we are performing across five key areas: 

• keeping properties in good repair  
• maintaining building & tenant safety  
• effective complaints handling  
• respectful and helpful tenant engagement  
• responsible neighbourhood management. 

Why your views matter

Why it’s important  

The results of the survey will: 

• provide better insight into our performance and the quality of our services 
• help us understand the needs of our tenants and tailor our services to meet expectations 
• identify where we can improve our services 

What happens next

Results from this survey will be used to calculate annual tenant satisfaction measures. These will be publishing Spring 2024.