Tenant Satisfaction Measures (TSMs)

Background 

In April 2023, the government introduced Tenant Satisfaction Measures (TSMs) for social housing landlords including councils. The Regulator of Social Housing (independent organisation that monitors social landlords) will use the TSMs to measure whether social housing landlords are delivering good quality homes and housing services. They will also help to identify areas for improvement. 

Every year the Council and all other social landlords will have to assess whether our tenants are satisfied with its homes and housing services. The results must be published and submitted to the Regulator by the end of June. The Regulator will then publish the data collected from all social landlords in the autumn. 

There are 22 TSMs in total, 12 collected from a tenant survey and 10 from our own management information. The Council procured an independent external company  (MEL Research) to carry out the tenants` survey on our behalf. Survey forms were sent to every tenant.  The Regulator also produced technical guidance on how to calculate the measures and questions to be asked in the survey. All social landlords must adhere to the guidance issued. 

Once the TSM information is published in the autumn it should help social landlords to compare their performance with others.

TSMs Outcomes

The TSM measures and the results for 2023/24 are below. This information will be used as a baseline to move forward and assess how we can work to improve and develop our services alongside tenants. We have already commenced some actions. We are working with our Repairs Contractor Morgan Sindall Property Services (MSPS) in developing an action plan to improve communications, and repair processes particularly around complex repairs. A training session on complaints was held with all Principal Officers across the housing teams in March and separately with staff from Morgan Sindall in May. A tenant engagement workshop was held with Service Managers in May.  We are likely to be working with TPAS (organisation who provide support to social landlords on all aspects of resident engagement) to reset our resident engagement officer so that there is a menu of opportunities for residents to both scrutinise, influence and develop our services.