Tenant Satisfaction Measures (TSMs)
Tenant Satisfaction Measures (TSMs)
The Regulator of Social Housing introduced a new requirement for all social housing landlords, to annually report on a set of measures that tell you how well we're doing at providing quality homes and services. These requirements are called Tenant Satisfaction Measures (TSMs).
These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.
There are 22 measures, 12 of these measures come directly from one of our customer feedback surveys, these can be found in the Tenant Perception Measures section below. 10 measures come from information we hold in our systems on our operational activity and relate to complaints, anti-social behaviour (ASB), decent homes standard (DHS) and repairs, and building safety.
Find out more about our customer feedback survey which is how we measure our performance against these tenant perception measures. You can also read the methodology statement from our Research partner, IFF.
You can find out more about the Tenant Satisfaction Measures in the Technical Requirements guidance document from the Regulator of Social Housing
IFF Research have ask for opinions on the services that we provide. You can download all the questions that were asked during the survey.
Tenant Perception Measures
Listening to customersÂ
We’ve made good progress in listening to customers and keeping them informed, but we still have more plans to improve how customers see us. Here’s what’s been done recently or is coming up:
- Your Voice – expanding our online platform for consultations, updates, and building-specific safety pages with feedback options.
- Impact reports – quarterly updates showing the difference we’ve made and how customer feedback has led to changes (“You Said, We Did”), shared in various formats.
- Working with sector tenant engagement experts TPAS – reviewing and improving our engagement approach, focusing on hearing from quieter voices and capturing informal feedback.
- In-Focus scrutiny team – trained customers will carry out in-depth service reviews, supported by a wider group of customers.
- Service Improvement – working with customers to design future services to make them inclusive for everyone.
Presence in Neighbourhoods
- We promised to open 5 local community hubs. The last one, in Bradford city centre, is now open.
- Later this year, we’ll launch a new neighbourhood model. Staff will cover smaller areas so they can spend at least 80% of their time in the community, supporting and managing customers.
Complaints
Anti-social behaviour
Decent homes standard (DHS) and repairs
Emergencies are responded to in 24 hours, non-emergencies are 20 working days for routine repairs and 40 working days for major repairs.
Repairs and Maintenance
- Emergency repairs completed on time are up 5%, and non-emergency repairs up almost 3%.
- In March 2025, we launched a new repairs survey to get more detailed feedback. Responses have doubled, and satisfaction is at 79.3%. We expect overall satisfaction to rise in the next 12–18 months.
- We’re improving reporting on productivity, follow-up work, and missed appointments to fix scheduling issues and speed up repairs.
- This data is guiding our repairs improvement project to improve diagnosis, response times, and first-time fixes.
Building safety
Block and Property Improvements
- We’re carrying out a full stock condition survey and EPC checks. Over 11,000 surveys and 8,000 EPCs have been completed so far. We will continue this work in properties we haven’t accessed yet through the remainder of the year.
- This year’s investment programme includes improvements to several communal areas and blocks, including Kennedy House and Westgate Gardens.
- We’re reviewing future plans in our high-rise buildings.
- We’re keeping customers informed at every stage to help them feel safe.