What are TSMs?
Tenant Satisfaction Measures (TSMs) were introduced in April 2023 to assess how well social housing providers in England and Wales are delivering quality homes and services.
We have to submit TSM data annually to the Regulator of Social Housing. This information must also be published in a way that is clear, timely and easy for residents to access.
The TSMs form part of the Transparency, Influence and Accountability Standard
Here's a few reasons why it's so important:
- It gives you the chance to feed back on the service you receive from us.
- We use your feedback to make real changes to our service and to your experience living in our homes. See some of the recent changes we've made here.
- The more responses we get, the better we can understand where we may need to improve. It doesn’t matter if you’ve only recently moved into your home or if you don’t use all our services.
The survey is sent to all our homes – both rental and shared owners.
The Regulator of Social Housing require all social landlords to annually survey their customers and report in the same way, making it easier for social housing customers to understand how landlords are performing against the key services that matter most.
Repairs – how quickly and effectively we resolve maintenance issues.
Safety – ensuring homes are safe and secure.
Communication – keeping residents informed and involved.
Overall satisfaction – understanding residents’ experience of our services.
Between 7 October and 9 November 2024, we worked with Acuity Research & Practice Ltd, an independent research agency, to carry out the Tenant Satisfaction Measures (TSM) surveys for both our rental (LCRA) and shared owners (LCHO) homes.
All surveys were completed over the telephone to help us reach a wide mix of residents and ensure the results fairly reflect the people we serve.
For our rental homes, Acuity completed 1,042 surveys, achieving a high statistical accuracy level of ±2.9%, which exceeds the standard required by the Regulator of Social Housing.
For our shared owners homes, a total of 335 surveys were completed. This delivered a statistical accuracy level of ±4.93%, meeting the required threshold.
To ensure fairness and independence, Acuity selected a random sample of residents across both groups, using quotas such as age, area, tenure and other demographics so the feedback gathered represents our full customer population.
This independent approach helps us gather strong, reliable insights to understand how people feel about their homes and our services.
Want to know more?
Read more about how we carried out both surveys – including full methodology, representativeness checks and the sample survey questions – by viewing these documents:
Each year, we publish our Tenant Satisfaction Measures (TSMs) to show how well we are performing across key service areas, including building safety, repairs, neighbourhood management and customer experience.
Current results cover the period April 2024 to March 2025, reported for both our rental and shared ownership homes.
The results include a mix of management information — such as the completion of safety checks, repairs performance and complaint handling — as well as direct feedback from tenants and shared owners on how satisfied they feel with their home and our services.
These insights help us understand what we are doing well and where we need to improve.
You can view the current results in our:
Results from our latest survey for April 2025 to March 2026 will be published in spring 2026.