Our annual report, value for money summary and full audited financial statements for 2023-24 are now published. Find out more and give your feedback online

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Home > About us > Our customer feedback > Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs)

Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing (RSH) on 1 April 2023 to make it easier for people to compare landlords on a like-for-like basis.

The TSMs are intended to:

  • Enable tenants to scrutinise their landlord and hold them to account;
  • Give landlords insights on where they might look to improve their services; and
  • Allow the RSH to see whether landlords are meeting required regulatory standards. 

The measures include:

  • 12 perception questions for landlords to ask tenants as part of customer surveys; and
  • 10 measures for landlords to report directly to the Regulator, known as Management Information (MI).

Housing associations are required to report back to the Regulator on these measures annually – this will take place each summer. These results will then be collated each autumn and published on the RSH website.

We have now submitted our annual results for 2023-24 and these are show below for you to see now. The figures will be published by the RSH in autumn 2024, enabling you to compare our performance with other social landlords across the country.

TSMs are part of wider sector changes

These measures are part of wider changes by the Government to increase proactive consumer regulation and ensure social housing across the country is of a decent standard, with customers having their voices heard.

They apply to all registered social housing providers in England and are part of new laws introduced by the Social Housing (Regulation) Act.

This Act provides the legal basis for many of the measures set out in the Government’s Social Housing White Paper.

Independent market research company, Acuity, carries out customer satisfaction surveys on our behalf to collect responses for the 12 perception TSMs.

Annual survey results 2023-24

  1. Overall satisfaction: 87%
  2. Satisfaction with overall repairs service in past 12 months: 87%
  3. Satisfaction with time taken to complete most recent repair: 84%
  4. Satisfaction that the home is well-maintained: 85%
  5. Satisfaction that the home is safe: 89%
  6. Satisfaction that the landlord listens to the tenant views and acts upon them: 79%
  7. Satisfaction that the landlord keeps tenants informed about things that matter to them: 84%
  8. Agreement that the landlord treats tenants fairly and with respect: 90%
  9. Satisfaction with the landlord’s approach to handling complaints: 52.9%
  10. Satisfaction that the landlord keeps communal areas clean and well-maintained: 75%
  11. Satisfaction that the landlord makes a positive contribution to neighbourhoods: 78%
  12. Satisfaction with the landlord’s approach to handling anti-social behaviour: 74%

Quarterly results updates

In the interest of transparency, we will continue to publish results from Acuity on a quarterly basis as we feel it is important for everyone to see our most up-to-date customer satisfaction results. 

2024-25

2023-24

To find out more about how this research is conducted, see About customer satisfaction surveys

We record the 10 Management Information (MI) measures set out by the Regulator as part of the TSMs and will publish these yearly, in line with the guidance.

Annual MI results 2023-24

  1. Complaints relative to the size of the landlord (per 1,000 homes):
    • Number of stage 1 complaints received per 1,000 homes = 8.1
    • Number of stage 2 complaints received per 1,000 homes = 1.7

  2. Complaints responded to within Complaint Handling Code timescales:
    • Proportion of stage 1 complaints responded to within the Housing Ombudsman Complaint Handling Code timescales = 98%
    • Proportion of stage 2 complaints responded to within the Housing Ombudsman Complaint Handling Code timescales = 100%

  3. Anti-social behaviour cases relative to the size of the landlord (per 1,000 homes):
    • Number of anti-social behaviour cases opened per 1,000 homes = 46.9
    • Number of anti-social behaviour cases that involve hate incidents per 1,000 homes = 0.9 (5 cases)

  4. Homes that do not meet the Decent Homes Standard:
    • Proportion of homes that do not meet the Decent Homes Standard = 0.1%

  5. Repairs completed within target timescale:
    • Proportion of the non-emergency responsive repairs completed within the landlord’s target timescale = 64.7%
    • Proportion of emergency responsive repairs completed within the landlord’s target timescale = 99.9%

  6. Gas safety checks:
    • Proportion of homes for which all required gas safety checks have been carried out = 100%

  7. Fire safety checks:
    • Proportion of homes for which all required fire risk assessments have been carried out = 100%

  8. Asbestos safety checks:
    • Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out = 100%

  9. Water safety checks:
    • Proportion of homes for which all required legionella risk assessments have been carried out = 100%

  10. Lift safety checks:
    • Proportion of homes for which all required communal passenger lift safety checks have been carried out = 100%

More about customer satisfaction

About customer satisfaction surveys

Our customer feedback

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