Tenant Satisfaction Measures

What are the Tenant Satisfaction Measures (TSMs)?

They have been introduced by the Regulator of Social Housing to assess how well social housing providers are performing in the provision of good quality homes and services.

TSMs are made up of 22 performance indicators which are split into two parts:

- 12 tenant perception survey measures which set out tenant satisfaction levels

- 10 performance measures based on information we hold on our operational activities.

The measures are broken down into the following themes:

- Overall satisfaction levels

- Keeping homes in good repair

- Maintaining building safety

- Respectful and helpful engagement

- Effective handling of complaints

- Responsible neighbourhood management.

How do we gather the information for the report?

The tenant perception surveys which cover 12 measures were carried out independently by an outside organisation, Viewpoint.

A total of 154 surveys were completed with residents by telephone, which equates to 49% of our residents across our sheltered, almshouse and general needs housing stock.

There are ten measures where information was collated from the Society’s management data that is compiled over the course of the year.

TSM Report 2024

Please click here for the full report

What do we do with the results?

We use the information to influence our priorities and to enable our residents to understand how we are performing.

We are linking the results to our learning from complaints which will help the Society prioritise areas for improvement and development.