Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs)

Your feedback matters to us. We actively listen to what you have to say to improve our services and enhance your experience.

To provide greater transparency, the Regulator of Social Housing has introduced Tenant Satisfaction Measures (TSMs) for all social landlords in England. These measures help you understand how we’re performing and hold us accountable.

What are Tenant Satisfaction Measures?

TSMs are indicators of a landlord’s performance, covering the areas that matter most to you, such as repairs, safety, and neighbourhood management.

They ensure housing providers consistently collect and publish data, enabling clear comparisons across the sector.

What do Tenant Satisfaction Measures cover?

Tenant Satisfaction Measures (TSMs) provide a comprehensive view of our performance across the services and are divided into two categories:

Customer Perception Measures: T his feedback is collected through surveys from a random selection of customers, giving us valuable insights into our experiences.

Click here to read our quarterly TSM Perception Survey.

Management Information Measures: Drawn from our operational record. These include key performance metrics like safety checks, the quality of our homes, and more.

Click here to view our TSM Internal Methodology for Management Information Collection.