Tenant Satisfaction Measures (TSMs) are a set of measures introduced by the Regulator of Social Housing.
All social housing providers must collect and report this information each year. The results give tenants a clearer picture of how their landlord is performing and help improve services across the housing sector.
There are 22 measures in total:
- 10 measures based on information we already hold about our services
- 12 measures based on feedback from residents
The measures cover:
- Overall satisfaction
- Repairs and maintenance
- Building safety
- Safety checks
- Customer service
- Complaints
- Anti-social behaviour
- Neighbourhood management
You can find out more about TSMs on the Regulator of Social Housing website.
We collect feedback from residents living in Low Cost Rental Accommodation (LCRA).
Residents may be contacted by text message, email or telephone and invited to complete a short survey about their experiences of our services.
The feedback we receive helps us understand what we're doing well and where we need to improve.
You can view our questionnaire and summary of our survey approach below.
Read our TSM survey approach 2025-2026
Read our TSM Questionnaire 2025-2026
We use the feedback we receive throughout the year to help improve our services.
Each year, our results are submitted to the Regulator of Social Housing and published alongside results from other housing providers.
The feedback you share helps us make improvements, track our progress and understand the issues that matter most to our tenants.
