United-Communities-residents-74-scaled-1-1440x800

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.

Our most recent TSM report

Read the full TSM report for Q1-Q3 2023/2024

Read here

There are 22 TSMs

The questions and data cover overall satisfaction and five main themes:

  • 12 are included as questions in our regular resident STAR survey
  • 10 come from data we collect and hold as part of running Brighter Places
  • Overall satisfaction

  • Keeping properties in good repair

  • Maintaining building safety

  • Respectful and helpful engagement

  • Effective handling of complaints

  • Responsible neighbourhood management.

All Housing Associations collect information for 22 TSMs

  • 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)