About tenant satisfaction measures
The Government’s Regulator of Social Housing has set standards for assessing how well social housing landlords in England are doing to provide good quality homes and services. In addition to introducing revised Consumer Standards, we are required to submit a set of tenant satisfaction measures to the Regulator.
How we check and monitor tenant satisfaction
The Tenant Satisfaction Measures require us to submit the following rating results to the Regulator:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Safety checks
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
There are 22 Tenant satisfaction measures, covering these themes. 12 will be evaluated through tenants' surveys undertaken by our housing research partner, Acuity Research and Practice. A further 10 measures will be collected by our housing services teams.
Timelines
- 1 April 2023: New requirements came into force, and we started collecting data for tenant satisfaction.
- Summer 2024: We submitted our first year of tenant satisfaction data to the Regulator.
- Autumn 2024: The Regulator will publish the first year of data
- Annual and Quarterly: Tenant Satisfaction Measure results will be collected and shared in the Open House Newsletter and published on this page.
Regulator of Social Housing publishes analysis on tenant satisfaction in the social housing sector
The Regulator of Social Housing (RSH) published its analysis of social landlords’ first year of Tenant Satisfaction Measure (TSM) results, as well as the results of its National Tenant Survey on the 26th November 2024.
The National Tenant Survey is an independent survey, commissioned by RSH, to provide greater insight into the factors that influence TSM results. It also serves as an independent benchmark for landlords’ TSMs.