Annual Tenant Satisfaction Measures

As a social housing provider in England, from April 2023, we must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services.

The measures are aimed at helping improve standards for people living in social housing, by:

Providing visibility, letting tenants see how well their landlord is doing, and enabling tenants to hold their landlords to account.
Giving the Regulator insight into which landlords might need to improve things for their tenants.

The TSMs are designed to see how well landlords are doing at keeping properties in good repair, maintaining building safety, respectful and helpful engagement, effective handling of complaints and responsible neighbourhood management.

There are 22 tenant satisfaction measures. This includes 12 tenant perception measures, which are captured through quarterly satisfaction surveys and 10 management information measures. This is data we hold ourselves.

We work with housing research specialist Acuity to carry out a short survey each quarter (every three months) so that we can report our tenant perception measures. With collecting survey responses every quarter, we can address satisfaction and any issues reported as quickly as possible. As a thank you, everyone who takes part in the quarterly survey is entered into a prize draw.

To view our TSM results and submissions to the Regulator, click on the links below:

Using your data

You can find further information about how we manage and store data within our Privacy Notice