The Tenant Satisfactions Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.
12 measures come directly from our resident survey and 10 measures come from operational performance activity.
The measures focus on four key themes:
Our approach to our TSM survey
Below is how we're performing on TSMs...
Proportion of respondents who report that they are satisfied with the overall service from their landlord
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
Proportion of respondents who report that they are satisfied that their home is well maintained
Proportion of respondents who report that they are satisfied that their home is safe
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them
Proportion of respondents who report that they agree their landlord treats them fairly and with respect
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour
Proportion of homes that do not meet the Decent Homes Standard
Proportion of non-emergency responsive repairs completed within the
landlord’s target timescale
Proportion of emergency responsive repairs completed within the landlord’s target timescale
Proportion of homes for which all required gas safety checks have been carried out
Proportion of homes for which all required fire risk assessments have been carried out
Proportion of homes for which all required asbestos management surveys or re- inspections have been carried out
Proportion of homes for which all required legionella risk assessments have been carried out
Proportion of homes for which all required communal passenger lift safety checks have been carried out
Number of stage one complaints received per 1,000 homes
Number of stage two complaints received per 1,000 homes
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales
Number of anti-social behaviour cases, opened per 1,000 homes
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes
