Tenant Satisfaction Measures
The Regulator of Social Housing introduced changes to ensure that social housing landlords, including Councils, are providing the best service possible for their tenants through the introduction of Consumer Standards and Tenant Satisfaction Measures.
There are four Consumer Standards, which are:
- Safety and Quality Standard
- Transparency, Influence and Accountability
- Tenancy Standard
- Neighbourhood and Community Standard
The aim of these standards is to make sure that landlords provide a safe, well-maintained home for tenants, provide good services, listen to and treat tenants fairly.
You can read more about the Consumer Standards and what they mean for landlords here - Regulatory standards for landlords - GOV.UK
As part of these changes each year social housing providers are required to complete a Tenant Satisfaction Survey which gathers feedback from their tenants. This feedback along with Housing service management data makes up 22 Tenant Satisfaction Measures. We use these measures to understand how our tenants feel about our services and highlight areas which need some improvement.
See how we carry out our TSM survey here – link to doc on old website around methodology and approach - need to think about how to present this.
Click on the next button below to see our 2024/25 results.