Tenant Satisfaction Measures

The Regulator of Social Housing has created a new way to assess how well social housing landlords, like us, are doing at providing good quality homes and services.

This involves a set of tenant satisfaction measures (TSMs) that we must report on. The measures cover areas that matter to you, including repairs, complaints, and anti-social behaviour.

There are 22 tenant satisfaction measures, with 12 of them coming from the answers our customers give us on our perception survey and 10 from information we collect on our performance.

Each of the TSMs fits into one of these five key themes:

• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful tenant engagement
• Effective complaints handling
• Responsible neighbourhood management

You can see our full Tenant Satisfaction Measure results here.