Tenant Satisfaction Measures
The Regulator of Social Housing’s Tenant Satisfaction Measures went live in April 2023 – with all social landlords required to collect data on a range of tenant satisfaction measures like repairs, safety and complaints.
We’ll publish this information and the results will help the Regulator to decide which landlords will be inspected first in new OFSTED style inspections that will start in 2024.
The TSMs are:
Overall satisfaction
Keeping properties in good repair
- Number of homes that don't meet the Decent Homes Standard
- Number of repairs completed within target timescale
- Satisfaction with repairs
- Satisfaction with time taken to complete the most recent repair
- Satisfaction that the home is well maintained
Maintaining building safety
- Gas safety checks
- Fire safety checks
- Asbestos safety checks
- Water safety checks
- Lift safety checks
- Satisfaction that the home is safe
Effective handling of complaints
- Number of complaints (relative to the size of the landlord)
- Complaints responded to within complaint handling timescales
- Satisfaction with complaints handling
Respectful and helpful engagement
- Satisfaction that the landlord listens to tenant views and acts on them
- Satisfaction that the landlord keeps tenants informed about things that matter to them
- Agreement that the landlord treats tenants fairly and with respect
Responsible neighbourhood management
- Number of ASB cases (relative to the size of landlord)
- 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 ASB
You can find out more about the Tenant Satisfaction Measures standard on the Government's website by clicking here: Tenant Satisfaction Measures standard
To help us with this we survey tenants to understand how satisfied you are with our services, with questions based around the Tenant Satisfaction Measures.
What you tell us helps us to understand where we're doing well and the areas where we can improve.
Find out more about the telephone surveys by clicking the button below.
