What are Tenant Satisfaction Measures (TSMs)?

Overview

The Tenant Satisfaction Measures (TSMs) are part of a huge overhaul of social housing regulation, to help us to understand the needs and preferences of our tenants and let all residents know how well we are doing at providing quality homes and services. 

All social housing landlords in England need to speak to and survey their tenants to report on the TSMs from April 2024.  The survey questions will be the same for every organisation and are designed to see how well social housing landlords are performing across five key areas: 

• keeping properties in good repair 
• maintaining building and tenant safety 
• effective complaints handling 
• respectful and helpful tenant engagement 
• responsible neighbourhood management. 

Results from the TSMs will be submitted to Government to allow comparisons to be made against other organisations to see how well we are performing.