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The Tenant Satisfaction Measures (TSM) Standard requires all registered housing providers to collect and report data in line with guidance set by the Regulator of Social Housing (RSH). As part of this, Housing Plus Group is committed to being open with customers about how we carry out our tenant perception surveys and gather feedback.
This document explains the approach Housing Plus Group uses to collect TSM data, in line with the requirements outlined by the RSH in its Tenant Satisfaction Measures Return.
TSMs are designed to give tenants a clearer picture of how well their landlord is performing and to help hold landlords accountable. Every registered provider must complete an annual survey of tenant perceptions and report the results to the RSH.
There are 22 TSMs in total:
- 10 measures based on performance data held by the landlord
- 12 measures based on feedback from tenant surveys
Alongside overall satisfaction, the measures focus on five key areas that matter most to tenants:
- Keeping homes in good repair
- Ensuring building safety
- Providing respectful and helpful customer engagement
- Managing neighbourhoods responsibly
- Handling complaints effectively
To ensure transparency, providers must also publish a clear summary of how their tenant perception survey has been carried out. This summary will always be shared alongside the published TSM results so customers can understand how the data has been collected.
