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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.

We and many other housing associations previously measured and published performance information, but this was done in different ways.

The Regulator has introduced TSMs 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.

The annual results for this financial year 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.

We have been using independent market research company, Acuity, to carry out customer satisfaction surveys on our behalf for a number of years and have published results on a regular basis.

We amended our satisfaction surveys to bring them into line with the new TSMs in September 2022, when the RSH announced the final questions for inclusion in the TSMs.

Annual survey results  

We publish results from Acuity on a quarterly basis and the annual results are also published at the same time as Quarter 4. Our annual results for 2023-24, which will be submitted to the RSH for publication alongside results from other housing associations later this year, are:

  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: 53%
  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 survey reports

More information about the survey results can be found in Acuity's quarterly customer reports:

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

We are recording the 10 MI measures set out by the Regulator as part of the TSMs and will be publishing these yearly, in line with the guidance.

These measures are:

  1. Complaints relative to the size of the landlord
  2. Complaints responded to within Complaint Handling Code timescales
  3. Anti-social behaviour cases relative to the size of the landlord
  4. Homes that do not meet the Decent Homes Standard
  5. Repairs completed within target timescale
  6. Gas safety checks
  7. Fire safety checks
  8. Asbestos safety checks
  9. Water safety checks
  10. Lift safety checks

Shared owners and leaseholders

Acuity also carry out an annual perception survey among our shared owners and leaseholders, using a slightly shorter version of TSM questions.

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