How we are doing: Tenant Satisfaction Measures
In April 2023 the Regulator of Social Housing introduced performance measures called Tenant Satisfaction Measures (TSMs) for all housing associations.
The measures aim to:
- Strengthen resident rights by monitoring landlord performance on repairs, safety, value for money, customer service and complaints
- Hold housing associations to account for their actions and give residents greater visibility of their performance
The Social Housing Regulator will publish TSM results for all housing associations each year. The first annual report is due in early 2024.
Here at Brighter Places we welcome the TSMs. They are a proactive measure to improve resident trust and ensure the quality and peace of mind that all residents have the right to expect.
We want to be transparent on our performance against the 22 TSMs and will publish an updated report each quarter and our annual report on this page. See the links below along with the highlights from the most recent quarterly report.
Highlights from our last TSM Report
Highlights from the TSM information we gathered during July – September 2023.
All Housing Associations collect information for 22 TSMs
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Discover all TSMs by theme
Overall satisfaction
TP01 Overall satisfaction with the service provided by the landlord. Keeping properties in good repair
TP02 Satisfaction with repairs TP03 Satisfaction with the time taken to complete most recent repair TP04 Satisfaction that the home is well maintained RP01 Homes that do not meet the decent homes standard RP02 Repairs completed within target timescale Repairs completed within target timescale (Non-Emergency responsive repairs) Repairs completed within target timescale (Emergency responsive repairs) Maintaining building safety
TP05 Satisfaction that their home is safe Safety checks
BS01 % of homes with a valid LGSR within timescale. (Gas) BS02 % of fire risk assessments completed within timescale BS03 % of pre-2000 homes and communal areas with valid asbestos management survey BS04 % of legionella risk assessments completed within timescale BS05 % of lifts and lifting equipment with valid thorough examination and service record within timescale Respectful and helpful engagement
TP06 Satisfaction that the landlord listens to tenants views and acts upon them TP07 Satisfaction that the landlord keep tenants informed about things that matter to them TP08 Agreement that the landlord treats tenants fairly and with respect Effective handling of complaints
TP09 Satisfaction with the landlords approach to handling complaints CH01 Complaints relative to the size of the landlord Complaints relative to the size of the landlord (Stage one) Complaints relative to the size of the landlord (Stage two) CH02 Complaints responded to within complaint handling code timescale Complaints responded to within complaint handling code timescale (Stage one) Complaints responded to within complaint handling code timescale (Stage two) Responsible neighbourhood management
TP10 Satisfaction that the landlord keeps communal areas clean and well maintained TP11 Satisfaction that the landlord makes a positive contribution to neighbourhoods TP12 Satisfaction with the landlords approach to ASB NM01 Anti social behaviour cases relative to the size of the landlord Anti social behaviour cases relative to the size of the landlord (Hate crime related only)
TSM report library
Read the full TSM report for July to September 2023 and the previous quarter (April to June 2023) p
Each year we will publish our annual TSM report and the Social Housing Regulator’s TSM annual report on all UK housing associations.
The first annual report will be published here summer 2024.
