Tenant Satisfaction Measures (TSM)
Dedicated to safe homes
What are the Tenant Satisfaction Measures (TSM)
Tenant Satisfaction Measures (TSM’s) are a set of standardized performance measures used by social housing landlords in England to assess and report tenants’ satisfaction with their housing services.
Introduced by the Regulator of Social Housing, TSM’s are intended to provide transparency, accountability, and a way for tenants to compare landlords’ performance.
Tenant Satisfaction Survey - 2025
What do TSM's measure?
TSM’s cover areas such as:
- Overall satisfaction with the landlord
- Satisfaction with repairs services
- Time taken to complete repairs
- Maintenance of building safety
- Handling of complaints
- Communication and engagement with tenants
- Respectful and helpful treatment by staff
- Neighbourhood management (e.g., anti-social behaviour)
Types of measures
There are two broad categories:
1. Tenant Perception Measures
Tenant Perception Measures
Capture residents’ views and experiences.
Examples:
- Overall satisfaction with the landlord.
- Satisfaction with repairs.
- Satisfaction that the home is well maintained.
2. Management Information Measures
Based on landlords’ operational data.
Examples:
- Number of complaints received.
- Percentage of emergency repairs completed on time.
- Compliance with safety checks (gas, fire, electrical, etc.).
Why are TSM's important?
TSM’s help:
- Tenants understand how well their landlord is performing.
- Landlords identify areas for improvement.
- Regulators monitor service quality.
- Increase accountability across the social housing sector.
What did we ask?
We asked a set of questions, you can read the survey we used to calculate the TSM measures here.
Thank you to everyone who participated. Your feedback gives us an accurate look at how you experience our services and helps us identify areas for improvement. Please note that participation is completely voluntary and no incentives are provided.
Our results
Survey Period: The survey was completed between 1st August 2024 to 31st July 2025.