What are the TSMs

In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs), to help social housing tenants see how well their landlord is performing compared to other organisations. There are 22 measures, covering 5 themes. The data is collected through management information and a resident survey. Ten of these are measured by landlords’ existing information, and twelve are measured by landlords carrying out tenant ‘perception surveys’ which ask people to share their experiences and opinions. You can read the full list of TSMs here.  

What did we ask?

We asked a set of questions set out by the Regulator, which have to be asked in a set order and using specific wording – to help residents compare the results.

You can read the survey we used to calculate the TSM measures here. 

If you took part, thank you for sharing your views. This provides us with an accurate picture of how our residents view our services and where we can improve. Residents are not offered incentives to take part.

Our results

Please see the below set of infographics to see how we are doing and how we compare to similar housing associations:

Keeping properties in good repair

Maintaining building safety

Respectful and helpful engagement

Effective complaints handling

Responsible neighbourhood management

TSM Data Methodology for 2024-25 

For the 2024-25 reporting period, we have updated our methodology for collecting Tenant Satisfaction Measure (TSM) information for our low-cost rental accommodation. This year, all surveying was conducted directly by our in-house team, building on insights gained from previous feedback and engagement activities. 

Stock and Sampling: Our low-cost rental stock consisted of 5,165 homes. To ensure a statistically valid sampling approach and achieve a minimum overall accuracy of +/- 4% at a 95% confidence interval (as per the established TSM requirements), a minimum of 539 surveys were needed from the eligible population. 

Survey Completion: We scheduled 560 surveys and successfully completed 578. This exceeds the minimum requirement and will contribute to a robust understanding of resident satisfaction. (Note: With 578 completed surveys from an eligible population of 5,145, the margin of error at a 95% confidence interval is approximately +/- 3.84%, the target +/- 4%.) 

Data Collection Methods: A significant adjustment for 2024-25 was the method of survey collection, based on feedback from residents. We shifted our approach to better accommodate resident preferences for face-to-face interaction: 

  • In-Person Surveys: 65.05% These surveys were predominantly completed during our "Get to Know You" days. This approach was implemented based on previous feedback indicating that some residents prefer talking to us face-to-face, as it allows for any other issues they are experiencing to be raised and logged accordingly. 

  • Telephone Surveys: 34.95% This represents a marked change from the 2023-24 methodology, where surveys were split between an external partner (Acuity Research and Practice) and in-house efforts, with a higher proportion of telephone surveys (80.7%). For 2024-25, 100% of the surveys were conducted by our in-house team, who were provided with the necessary guidance to conduct the surveys in accordance with TSM requirements. 

Exclusions: From the population, 20 residents were excluded under permissible exceptional circumstances on the basis that residents are unlikely to provide a meaningful response to the vast majority of the TSM questions. 

Survey Period: The surveys were completed between 19th June 2024 and 31st March 2025. 

Management Information Measures