Tenant Satisfaction Measures (TSMs)

The Regulator of Social Housing introduced a new requirement for all social housing landlords, to annually report on a set of measures that tell you how well we’re doing at providing quality homes and services. These requirements are called Tenant Satisfaction Measures (TSMs). 

These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.

There are 22 measures, 12 of these measures come directly from one of our customer feedback surveys, these can be found in the Tenant Perception Measures section below. 10 measures come from information we hold in our systems on our operational activity and relate to complaints, anti-social behaviour (ASB), decent homes standard (DHS) and repairs, and building safety.

Find out more about our customer feedback survey which is how we measure our performance against these tenant perception measures. You can also read the methodology statement from our Research partner, IFF.

You can find out more about the Tenant Satisfaction Measures in the Technical Requirements guidance document from the Regulator of Social Housing.

Tenant Perception Measures

Proportion of respondents who report that they are satisfied with the overall service from their landlord. (LCRA) Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. (LRCA) Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair. (LCRA) Proportion of respondents who report that they are satisfied that their home is well maintained. (LCRA) Proportion of respondents who report that they are satisfied that their home is safe. (LCRA*) Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. (LCRA*) Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. (LCRA*) Proportion of respondents who report that they agree their landlord treats them fairly and with respect. (LCRA*) Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. (LCRA*) Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. (LCRA*) Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood (LCRA*) Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. (LCRA*)

Complaints

Number of stage one complaints received per 1000 homes (LCRA) Number of stage two complaints received per 1000 homes (LCRA) Proportion of stage one complaints responded to within the Housing Ombudsmans Complaint Handling Code timescale (LCRA*) Proportion of stage two complaints responded to within the Housing Ombudsmans Complaint Handling Code timescale (LCRA*)

 

Anti-social behaviour

Number of anti-social behaviour cases, opened per 1000 homes (LCRA and LCHO) Number of anti-social behaviour cases that involve hate incidents opened per 1000 homes (LCRA and LCHO)

 

Decent homes standard (DHS) and repairs

Proportion of homes that do not meet the decent homes standard (LCRA) Proportion of non-emergency responsive repairs completed within the landlord target timescale (LCRA*) Proportion of emergency responsive repairs completed within the landlord target timescale (LCRA*)

 

Building safety

Proportion of homes for which all required gas safety checks have been carried out (LCRA and LCHO) Proportion of homes for which all required fire risk assessments have been carried out (LCRA and LCHO) Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (LCRA* and LCHO**) Proportion of homes for which all required legionella risk assessments have been carried out (LCRA* and LCHO**) Proportion of homes for which all required communal passenger lift safety checks have been carried out (LCRA* and LCHO**)

 

 * LCRA = Low Cost Rental Accommodation. This includes for example general needs, supported housing, intermediate rent and temporary social housing.

** LCHO = Low Cost Home Ownership. This includes, for example, shared ownership properties (which have not been fully staircased).