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Tenant Satisfaction Measures

The Tenant Satisfaction Measures (TSMs) survey is one of the ways we make sure we’re listening to what our residents have to say each year. These measures were introduced by the Regulator of Social Housing to assess how well landlords like us are doing in providing good quality homes and services.

There are 22 measures in total:

12 are collected through a tenant perception survey

10 are based on performance data held on our systems

In line with the TSM requirements, we only need to survey those living in low-cost rental accommodation, who we call our tenants. The 10 performance measures also include data for those living in low-cost home ownership homes, who we call shared owners, as required. This means the annual TSMs survey is open to tenants only. Leaseholders and shared owners take part in our wider Resident Satisfaction Survey, which takes place every three years.

See the results of previous tenant satisfaction surveys

The 2025 survey

The 2025 Tenant Satisfaction Measures survey took place between 23 September – 6 November 2025, with 920 tenants responding.

You can read more about the survey, including our approach and the full results, via the links below:

Our approach to the 2025 TSMs survey
The 2025 TSMs introductory wording
The 2025 TSMs survey
The 2025 TSMs survey results

Overall, 80.4% of tenants who took part in our 2025 survey told us they’re satisfied with the services we provide. This puts us ahead of other local housing providers, where satisfaction ranged between 44% and 60%.

While we’re pleased that most tenants are satisfied with our services, we’ve also listened to where tenants said they think we can do better.

We’re taking action to make improvements in several areas, including:

  • Introducing our new One Team Neighbourhood model
  • Spending more time on our estates through neighbourhood walkabouts
  • Launching our new Community Safety webpages and refreshed ASB Policy
  • Introducing dedicated Property Inspector roles to manage complex repairs
  • Continuing to offer free Property MOTs and carry out tenancy audits
Read more about our actions in response to the tenant feedback here

The 2026 survey

The next Tenant Satisfaction Measures survey will take place in September 2026 and will again be open to tenants. Leaseholders and shared owners will be invited to take part in our next Resident Satisfaction Survey in late 2027.