Tenant satisfaction measures (TSM)

Outline houses in a street

The Regulator of Social Housing (RSH) has created a new system for assessing how well social housing landlords are providing their tenants with quality homes and services.

The Regulator is collecting information on tenants' satisfaction under five main themes

  • Repairs
  • Building safety
  • Effective complaint-handling
  • Respectful and helpful tenant engagement
  • Neighbourhood management including anti-social behaviour

Results come from tenant surveys and landlord data and will allow tenants to understand how well their landlord is doing and compare them to other social housing providers.

Why TSMs are in place

Part of the government's response to the Grenfell Tower tragedy in June 2017 was the Social Housing White Paper published in November 2020. This promised greater transparency and accountability and a more tenant-focused system of regulation.