housing tenant playing with son

The tenant satisfaction measures (TSMs) are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords in England are doing at providing good quality homes and services.

Following the tragedy at Grenfell, the government published the social housing white paper (The charter for social housing residents), to improve standards for people living in social housing. These measures are designed to support that, by:

  • Providing visibility, letting tenants see how well their landlord is doing. And enabling tenants to hold their landlords to account
  • Giving the Regulator insight into which landlords might need to improve things for their tenants

The white paper states landlords should keep properties in good repair, maintain the safety of buildings, handle tenants’ complaints effectively, engage with tenants helpfully and with respect, and take a responsible role in managing their neighbourhood.

The TSMs are being designed to see how well landlords are meeting these expectations.

Recognising the importance of these measures for housing providers, and their tenants, we’ve answered some of the key questions we hear below.

The final requirements for the tenant satisfaction measures were published on Wednesday 21th September.

If these measure will become your responsibility and you’re concerned about how you’ll meet these new regulatory requirements, help is at hand.

In a free webinar our housing specialists outlined the final requirements and what this means for you as a provider. You can watch the recording back at your convenience.

Tenant satisfaction measure requirements

What will the tenant satisfaction measures cover?

NB. The final measures were confirmed on 21 September. We’re currently reviewing all those documents and will update this page as soon as we have more information.

For the meantime though, the following was proposed:

22 tenant satisfaction measures, including 12 tenant perception measures (TPMs) and 10 management information (MI) measures:

  • Overall satisfaction – 1 x TPM
  • Keeping properties in good repair – 2 x MI, 2 x TPM
  • Maintaining Building Safety – 5 x MI, 1 x TPM
  • Effective Handling of complaints – 2 x MI, 2 x TPM
  • Respectful and Helpful Engagement – 3 x TPM
  • Responsible neighbourhood management – 1 x MI, 3 x TPM

What are the requirements for data collection for the measures?

As we await the final proposal we’ve summarised our understanding as things stand currently:

  • The measures must be collected via a perception survey, not a transactional survey
  • The questions and response scales must be set out like-for-like with the TSM requirements
  • The introduction to the survey should provide a clear explanation to residents as to the purpose of the survey and what will happen with the results.
  • Best efforts must be made to ensure the sample must be representative of the customer population
  • Can be done once a year or periodically over the year (e.g., monthly or quarterly)
  • They do not have to be collected by an external agency, so long as collection and reporting guidelines have been met
  • The survey can be carried out through any channel (e.g. telephone/online/face to face)
  • Landlords can only survey each household once per year
  • Providers with a stock size of less than 1,000 social housing properties will only need to collect the TSMs every two years

What are the requirements for reporting and publishing the TSMs?

We’ve summarised our understanding as things stand currently.

Providers with over 1000 homes:

  • Must submit their results to the Regulator annually – their annual year will run from 1st April to 31st March
  • The information they supply must be transparent, reliable, accurate and a valid reflection of their performance against the TSMs and they must include the methodology used to collect data
  • They must also share the results with their customers
  • If the landlord owns more than 1,000 shared ownership properties, these must be reported separately to renters
  • Registered group parents must report consolidated TSMs for the group, calculated on the basis of all relevant social housing stock owned by themselves and all subsidiary registered providers
  • In cases where properties have a managed agent or Arms Length Management Organisation (ALMO), it is the responsibility of the organisation that owns the properties to ensure the TSMs are carried out and reported on these

Providers with a stock size of less than 1K of rented social housing accommodation:

  • Don’t need to submit results to the Regulator but must still publish results every two years
  • Should make ‘best efforts’ to achieve a representative sample, therefore applying a census-style approach, where all residents have the opportunity to take part

Who will the tenant satisfaction measures apply to?

All social landlords in England will have to collect and report on the TSMs.

What sort of properties are covered by the measures?

The TSMs cover all types of Low Cost Rental Accommodation owned by the housing provider (including General Needs, affordable rent, independent living, supported housing, intermediate rent and temporary social housing). The TSM survey also applies to Low Cost Home ownership accommodation such as shared ownership.

Tenant satisfaction measure timeline

What is the current status of the tenant satisfaction measures?

The Regulator of Social Housing launched their proposal for consultation on 9th December 2021. Landlords, tenants and anyone with an interest in social housing were invited to share their views on this. The Regulator then shared the final requirements on 21 September, 2022, with the new regulatory requirements coming into force on 1st April 2023.

When will we have to publish our TSMs?

Landlords are expected to have to submitted their first year’s performance in summer 2024, with the results shared publicly in autumn 2024.

Looking for support or guidance on the TSMs?

Our housing insight experts can support you through all stages of the research process, including:

  • Designing effective surveys that provide real insight
  • Representative sampling
  • Data collection and maximising those all-important response rates
  • Analysis and reporting – helping you put the insight to good use to better support your customers

If you’d like further information about how we can help you measure and report on the TSMs, please complete the form below and one of our team will be in touch.

Alternatively, the articles below might be of interest.

Lady speaking with pen in hand
Department for Work and Pensions has published our report into claimants’ experiences of completing the Employment Support Allowance (ESA) and Personal Independence Payment (PIP) questionnaires
In Conversation with the Housing Ombudsman