Tenant Satisfaction Measures results

We’re pleased to share our first full year of Tenant Satisfaction Measures (TSMs).

TSMs are a way to gauge how well social housing providers are doing. Developed by the Regulator of Social Housing (RSH) in April 2023, these measures were created with input from customers and housing providers to ensure they reflect what really matters to you.

TSMs aim to improve the quality of social housing by holding housing providers accountable for their services. We’ll use this feedback to make things better and will share our progress with you each year.

The measures focus on five key themes:

  1. Keeping properties in good repair
  2. Maintaining building safety
  3. Respectful and helpful engagement
  4. Effective handling of complaints
  5. Responsible neighbourhood management

Take a look at our 2023-24 TSM report to see how we’re doing.