What are tenant satisfaction measures?
About tenant satisfaction measures
As part of a new system developed by the government's Regulator of Social Housing, we are legally obliged to seek your views and collect information on a number of new 'tenant satisfaction measures' or TSMs. There are 22 TSMs (12 tenant perception measures (TPMs) and 10 management information measures (MIMs).
The measures help to assess how well social housing landlords are doing at providing good quality homes and services.
We are asking our tenants to complete tenant satisfaction surveys based on the 12 TPMs so that we have a representative sample of people who use our services.
The responses that tenants provide feed into the overall TSMs.
TSMs can then help to improve living standards by:
- providing visibility for tenants to see how well we are doing and to hold us to account
- measuring and showing how we engage with tenants, handle complaints, keep properties in a good state of repair and maintain building safety
TSMs also give the Regulator of Social Housing an insight into how we and other social housing landlords may need to improve services to tenants.
Changes to TSMs
Throughout 2025 we will be carrying out surveys by telephone and in-person.
Telephone surveys will be carried out on our behalf by marker research company Acuity, and in-person surveys will be carried out by housing officers.
Find out more about Acuity and how to complete your survey
Page last updated: 23 December 2024
