The Tenant Satisfaction Measures (TSMs) came into effect in April 2023. All social housing providers in England must collect data on a new set of Tenant Satisfaction Measures. These measures aim to improve standards for people living in social housing, by letting tenants see how well their landlord is doing, enabling tenants to hold their landlord to account and provide the regulator with an insight into which landlords might need to improve services for their tenants.
The Tenant Satisfaction Measures (TSMs) came into effect in April 2023. All social housing providers in England must collect data on a new set of Tenant Satisfaction Measures. These measures aim to improve standards for people living in social housing, by letting tenants see how well their landlord is doing, enabling tenants to hold their landlord to account and provide the regulator with an insight into which landlords might need to improve services for their tenants.
TSMs are designed to assess how well landlords are performing in relation to:
- keeping properties in a good state of repair
- maintaining building safety
- being respectful and providing helpful engagement
- the effective handling of complaints
- responsible neighbourhood management.
How did we collect the information?
There are 22 Tenant Satisfaction Measures in total which include 12 Tenant Perception Measures (TPMs) and10 Management Information measures (MI).
Tenant Satisfaction Measures Results
Tenant Perception Surveys
88%
Overall satisfaction
91% in 2024/25
93%
Satisfaction with repairs
96% in 2024/25
88%
Satisfaction with time taken to complete most recent repair
91% in 2024/25
96%
Satisfaction that the home is well maintained
91% in 2024/25
96%
Satisfaction that the home is safe
91% in 2024/25
85%
Satisfaction that the landlord listens to tenant views and acts upon them
77% in 2024/25
84%
Satisfaction that the landlord keeps tenants informed about things that matter to them
83% in 2024/25
92%
Agreement that the landlord treats tenants fairly and with respect
89% in 2024/25
33%
Satisfaction with the landlord’s approach to handling complaints
79% in 2024/25
84%
Satisfaction that the landlord keeps communal areas clean and well maintained
91% in 2024/25
76%
Satisfaction that the landlord makes a positive contribution to neighbourhoods
77% in 2024/25
84%
Satisfaction with the landlord’s approach to handling anti-social behaviour
83% in 2024/25
Management Information
0
Complaints relative to the size of the landlord
30 in 2024/25
100%
Complaints responded to within Complaint Handling Code timescales
100% in 2024/25
11
Anti-social behaviour cases relative to the size of the landlord
24 in 2024/25
100%
Homes that meet the Decent Homes Standard
100% in 2024/25
94%
Repairs completed within target timescale (Emergency)
96% in 2024/25
80%
Repairs completed within target timescale (Non Emergency)
82% in 2024/25
100%
Gas safety checks
100% in 2024/25
100%
Fire safety checks
100% in 2024/25
100%
Asbestos safety checks
100% in 2024/25
100%
Water safety checks
100% in 2024/25
100%
Lift safety checks
100% in 2024/25
Future Actions
We have identified the following key actions for the coming year:
- Review and strengthen repairs contractor performance through the introduction of a revised Service Level Agreement (SLA), with clearer expectations, improved monitoring arrangements, and a greater focus on completing repairs within target timescales.
- Improve communication with tenants through the launch of a Tenants Portal and investigating the use of a business WhatsApp account.
- Implement the actions identified within the Complaints Report.
- Consult with tenants regarding BCHA taking responsibility for internal communal cleaning and the introduction of a service charge.
Reference Source:
Tenant Satisfaction Measures – Data Quality and Methodology Note
Tenant Satisfaction Measures – Headline Report
Recommendation: The Board is asked to review and note the Tenant Satisfaction Measures results for 2025/26 and the proposed actions for improvement.