Tenant Satisfaction Measures (TSMs) 2025 to 2026
The Regulator of Social Housing introduced a set of Tenant Satisfaction Measures (TSMs) as part of the Social Housing Regulatory Act 2023.
The TSMs track how well social landlords are doing in providing quality homes and services. As a social housing provider, we must report our results every year. We will be doing this for the period 1 April 2025 to 31 March 2026.
What we are measuring
The measures focus on five key themes. These are:
- housing repair
- building safety
- engagement
- complaints
- neighbourhood management
We are required to report on 22 performance measures. These are made up of:
- 12 tenant perception measures collected via a random sample of council tenants that represent tenant satisfaction with the services we provide
- 10 management information measures that use our internal performance data
The measures help us understand our performance and where we need to improve.
How we will engage with tenants
We're partnering with Housemark, Service Insights and Fieldlocker to conduct the tenant perception survey.
We'll select a random sample of 1,021 council tenants to take part. Trained interviewers from Fieldlocker will conduct brief doorstep conversations from November to December 2025. These will take place Monday to Saturday, 10 am to 7 pm.
We'll complete telephone interviews with a smaller number of tenants during the same period.
Survey findings will be published on this page in July 2026.