What are tenant satisfaction measures?

In April 2023, it became law for landlords to report ‘tenant satisfaction measures’ (TSMs) to the Regulator of Social Housing.

TSMs are a series of surveys designed to assess how well social housing landlords across England are doing at providing good-quality homes and services. These measures will allow tenants to see more clearly how their landlord is performing and help them hold their landlords to account.

Independent survey platform, Pexel, will be conducting these surveys on our behalf. They will call you and go through the 12 survey questions over the phone. Please note that the survey will only go out to a sample of our tenants selected independently, and so you may not be contacted. Pexel will start collecting responses for the survey from 21 July 2023.

As Pexel are collecting your feedback for us, it is entirely anonymous – so please give your honest feedback. 

The surveys will allow us to focus on key areas for tenants, such as keeping our properties in good repair, respectful and helpful engagement and responsible neighbourhood management. To give you a taster of what to expect from the surveys, here are a few questions you may be asked:

• How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour?
• Have you made a complaint to your landlord in the last 12 months?

We want to thank you in advance for giving us your honest feedback as part of this nationwide, government-led drive to listen to tenants. It is only with your help that we can improve our services for all our customers.