- Description
- Information on Tenant Satisfaction Measures and results from our survey.
- Further details
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What are Tenant Satisfaction Measures?
Tenant Satisfaction Measures (TSMs) include information about how we are performing and what our tenants feel about the homes and services we provide.
The Regulator introduced TSMs to make it easier for people to compare landlords on a like-for-like basis.
TSMs also:
- 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 Regulator of Social Housing (RSH) to see whether landlords are meeting required regulatory standards.
Collecting and reporting on Tenant Satisfaction Measures is a regulatory requirement. Housing Providers 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.
You can find out more about Tenant Satisfaction Measures on the government website.
What we did
Each year, we attempt to contact all tenants by a variety of method to ask 12 perception questions about the service you receive, all Housing Providers will ask their tenants the same questions.
Read the report about our approach to the tenant satisfaction measures.
This information is intended to help our tenants to review our performance as a landlord and hold us to account. We will also use the TSM information to continuously develop and improve our services.
Along with all other registered social housing landlords, we must:
- Collect performance data in line with the Tenant Satisfaction Measures from April 1, 2023.
- Annually submit performance results against the Tenant Satisfaction Measures to the Regulator of Social Housing, commencing June 2024.
- Annually publish our performance against specified Tenant Satisfaction Measures, from September 2024.
How are we doing?
View the results per year:
What we do with this information
All feedback we receive is reviewed carefully alongside all our performance information to ensure that we continue to improve our services to our residents.
Following this year's survey we have:
- Identified areas in need of the biggest improvement and are working on plans to rectify them, whilst also ensuring we improve in the already positive areas
- Looking to implement a suite of satisfaction surveys so anyone who contacts us, be it for a repair, a new tenancy, rent arrears etc so we understand how you felt about it.
- Complainants to housing will be able to feed back on their experience - this will allow us to drill down to any issues and help us to improve the process
- Review existing policies where required
This page was last updated 6 August 2025.
