Tenant Satisfaction Measures

The Regulator of Social  Housing introduced Tenant Satisfaction Measures (TSM) in April 2023 as a way of assessing how well social housing landlords in England and Wales are doing at providing quality homes and services.

The measures are aimed at helping improve standards for people living in social housing and give the RSH an insight into which landlords might need to improve things for their tenants.

The TSMs cover five main areas, including repairs, building safety, effective complaint-handling, respectful and helpful tenant engagement and responsible neighbourhood management, and consist of 22 individual measures under those areas.

Tenant perception surveys

The first 12 TSMs (Tenant Perception 01- Tenant Perception 12) are generated using data from a tenant survey only. The survey captures tenants’ general views of landlord performance.

Habinteg carried out its 2023/24 survey interviews by telephone, on a rolling basis, between April 2023 and February 2024. Out of a total tenant baseline population of 3,248, Kwest was able to contact 2,617 tenants and received 1,098 responses from them.

The baseline population included tenants who Habinteg had no contact for, and tenants who may have requested not to be contacted for surveys.
 
The baseline population:

• were aged 16 to 65 plus
• consisted of men and women
• lived in a range of housing types: flats, houses, bungalows, wheelchair user homes, accessible and adaptable homes and maisonettes
• included disabled and non disabled people
• were based across England: Central and East, Humberside and North East, North, South West, South London and the South East and North London
• included various tenancy types: assured lets, fair lets, starter tenancy lets.

Survey interviews
 

The survey was undertaken by independent research organisation Kwest Research. No weighting of data was required.

Kwest interviewers made up to five attempts to secure a survey response from households. Phone calls were made at different times of the day, including the morning, afternoon and evenings, and weekend calls were also available to households only available at that time. 

Tenants did not receive an incentive of any kind to take part in the survey. TSM results are reported to the Regulator of Social Housing.

View the: 

• Tenant Satisfaction Measures 2023-2024.pdf [pdf] 363KB  
• Tenant satisfaction measures survey questions_2024.docx 14KB
• Tenant satisfaction measures survey questions_2024.pdf  161KB

Visit our Performance web page for quarterly 2024/25 Tenant Satisfaction Measures.