Tenant satisfaction measures

Allowing tenants to scrutinise their landlord’s performance, give insights to landlords on where they might improve services, and provide intelligence to the regulator on failing landlords

The Tenant Satisfaction Measures (TSMs) were published for the first time in November 2024, and show how social housing residents think and feel about their landlord’s performance across five key areas:

— Repairs and maintenance
— Complaints
— Respectful and helpful engagement
— Building safety
— Neighbourhood management

Registered provider landlords have to survey residents at least once every 2 years, and landlords with 1,000 or more homes have to survey every year, make the results publically available, and also submit the results to the Regulator of Social Housing.

The TSMs aim to highlight to landlords how they might need to make improvements, and alert the Regulator of Social Housing about those which are failing.

Find out how your landlord performed at the A-Z links further down this page or sign up for our free webinar on January 14 to find out more.

Which landlords does this apply to?

All social housing landlords which are registered providers are required to conduct tenant satisfaction surveys. See a list of all registered providers at this link.

What questions were asked?

Residents were asked 12 questions as follows:

— Overall satisfaction
— Satisfaction with repairs
— Satisfaction with time taken to complete most recent repair
— Satisfaction that the home is well maintained
— Satisfaction that the home is safe
— Satisfaction that the landlord listens to tenant views and acts upon them
— Satisfaction that the landlord keeps tenants informed about things that matter to them
— Agreement that the landlord treats tenants fairly and with respect
— Satisfaction with the landlord’s approach to handling complaints
— Satisfaction that the landlord keeps communal areas clean and well maintained
— Satisfaction that the landlord makes a positive contribution to neighbourhoods
— Satisfaction with the landlord’s approach to handling anti-social behaviour

Additionally, landlords had to provide information on the following:

— Homes that do not meet the Decent Homes Standard
— Repairs completed within target timescale
— Gas safety checks
— Fire safety checks
— Asbestos safety checks
— Water safety checks
— Lift safety checks
— Complaints relative to the size of the landlord
— Complaints responded to within Complaint Handling Code timescales
— Anti-social behaviour cases relative to the size of the landlord

What were the results?

The Regulator of Social Housing produced a report about how social housing landlords across the country are performing, which you can read at this link or you can go directly to your landlord’s TSM results web page via the links below.

Tenant satisfaction measures

Allowing tenants to scrutinise their landlord’s performance, give insights to landlords on where they might improve services, and provide intelligence to the regulator on failing landlords

Which landlords does this apply to?

What questions were asked?

What were the results?

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