Tenants satisfaction measures

Tenants satisfaction with their home and the services provided by the council.

Tenant satisfaction measures

Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing to assess how well social housing landlords provide safe, quality homes and effective services.

There are 22 measures in total, covering 7 key areas of landlord performance. Ten measures are based on information collected from our housing management systems, while 12 measures are based on feedback from tenants.

The 7 key areas are:

  • overall satisfaction
  • keeping properties in good repair
  • maintaining building safety
  • safety checks
  • respectful and helpful engagement
  • effective handling of complaints
  • responsible neighbourhood management

Sharing your views

We work with our independent research partner, Acuity Research and Practice, to carry out tenant satisfaction measure surveys throughout the year.

Each month, a random selection of tenants are contacted and invited to answer questions about their experiences of our housing services.

If you are selected to take part, we encourage you to share your views. Your feedback is important because it helps us understand how we are performing and is also a regulatory requirement.

Your feedback helps us to:

  • understand what we are doing well
  • identify areas where we need to improve
  • shape future services
  • ensure tenants' voices are heard

How we measure our performance

In addition to the tenant survey, we collect information from our housing management records and performance data to measure the remaining ten Tenant Satisfaction Measures.
These include measures relating to:

  • gas safety checks
  • fire safety checks
  • repairs and maintenance
  • building safety and compliance

Monitoring these measures helps us ensure homes remain safe and that services are delivered effectively.

Tenant satisfaction measure results

We publish tenant satisfaction measure results each year so tenants can see how we are performing. You can view:

National tenant survey

The Regulator of Social Housing also publishes national tenant satisfaction measure results and carries out its own independent national tenant survey.

This provides a benchmark that helps us compare our performance with other social housing landlords and better understand the factors that influence tenant satisfaction.

Find out more

For more information about tenant satisfaction measures, visit the Regulator of Social Housing website.