Tenants satisfaction measures

We measure our performance against the Tenant Satisfaction Measures (TSMs), introduced by the Regulator of Social Housing (RSH) in 2023 as part of the Consumer Standards.

The TSMs are designed to make sure social landlords are being open with tenants and treating them with fairness and respect so that they can access services, raise complaints, influence decision-making and hold their landlord to account.

The tenant satisfaction measures are standard questions that social housing landlords use to assess tenant satisfaction with their services. These measures cover areas like repairs, building safety, complaints, and neighbourhood management. They are consistent across different landlords, allowing for comparison and accountability. The 12 tenant perception questions are asked to tenants through a survey conducted by TP Tracker Ltd, followed up by proactive calls.

86 households in temporary accommodation and MOD-leased homes were sent the survey. In total 34 households responded. This equates to 39%. Overall, the response from tenants was positive. For a full set of questions and answers please contact the housing team – details at the bottom of the page.