Tenant Satisfaction Measures

The Tenant Satisfaction Measures (TSMs) are a new way for social housing tenants to understand how their landlord is performing against key areas.

The TSMs are collected by landlords according to requirements set by the Regulator of Social Housing in the Transparency, Influence and Accountability Standard. They include information from tenant surveys and are generated from management information held by landlords. They cover areas including repairs and maintenance, complaints, respectful and helpful engagement, and building safety.

The TSMs are intended to help tenants see how their landlord is performing, highlight to landlords areas where they might need improvement, and provide information to the Regulator on how far landlords are meeting the outcomes of the new Consumer Standards.

Landlords that own 1,000 or more units of social housing are required to submit information about their TSM results to the Regulator. These have been published for the first time in November 2024.

At this webinar, Fleur Prest-Stephens and Jack Smith from the Tenant Engagement Team at the Regulator of Social Housing talked about:

• The headlines from the first round of Tenant Satisfaction Measures
• How tenants can use this information to scrutinise their landlords and hold them to account
• How the Regulator will use this information to work with landlords to improve standards

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