Tenant Satisfaction Measures (TSMs)

The Social Housing White Paper was published by government in November 2020. It set an expectation that the Regulator of Social Housing (The Regulator) would bring in a set of Tenant Satisfaction Measures (TSMs) on issues that matter to tenants.

Many social landlords already produce and publish performance information to their tenants, but it is not always collected on the same basis, and this can make the results harder for tenants to interpret and to compare the performance of different landlords. 

The Regulator has introduced a new standard that social landlords need to meet. It sets clearly defined, universal requirements on TSMs that will allow tenants to scrutinise their landlord's performance and provide insights on where they might look to improve their services. 

The standard requires landlords to publish their TSM results every year in a way that tenants can easily access and understand. The Regulator has produced a guide to help you understand this and we will publish this on People First's website, and we can send you a copy if you would prefer. 

You can also read more about the new Tenant Satisfaction Measures (TSM's) at www.gov.uk.

What questions can we expect from the Tenant Satisfaction Measures? 

The Tenant Satisfaction measures (TSMs) questions are structured around 12 points: 

Overall satisfaction

Repairs to your home

How long it takes to repair your home

A well maintained home

A safe home

Listening to tenants

Keeping tenants informed

Treating tenants fairly and with respect

How complaints are handled

Communal areas

Your local area

Anti-social behaviour

What does this mean for me as a People First tenant?

People First has conducted different tenant surveys in recent years, but the new requirements are more prescriptive around the frequency of surveys and the questions that are asked. We will conduct surveys at least every 2 years but we will publish information regularly on each of the measures set. Our first survey to include the TSM questions will begin before the end of 2023. You will receive further information in the next few weeks. 

You can click the link below to view the Regulator Social Housing TSM:

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