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Tenant Satisfaction Measures in Social Housing

Understanding Tenant Satisfaction Measures in Social Housing

Tenant Satisfaction Measures (TSMs) are essential tools used by housing providers such as local authorities and housing associations to evaluate how effectively they are meeting the needs and expectations of their residents. These measures focus on key areas including housing quality, service delivery, safety, and communication.

Management Information and Regulatory Standards

The Regulator of Social Housing in England has introduced a set of 22 Tenant Satisfaction Measures to help assess landlord performance in delivering safe, high-quality homes and services. Of these:

• 10 measures are based on direct feedback from tenants through structured surveys
• 12 measures are drawn from internal data on operational activities

Together, these indicators are designed to raise standards across the sector, ensuring greater transparency and accountability in how services are delivered. By regularly monitoring and reporting on these measures, housing providers can better understand tenant experiences and continuously improve the quality of social housing.

Methodology

In Autumn 2024, Tandridge District Council again invited all tenants to take part in our Tenant Satisfaction Survey. This was an opportunity for residents to share their views on how well we’re meeting their needs and delivering key services.

The survey was conducted independently by Acuity Research and Practice, using telephone interviews, online responses, and postal questionnaires. It focused on tenant satisfaction with the maintenance of homes and the quality of services we provide. In addition, it gathered data on the Tenant Satisfaction Measures (TSMs), as required by the Regulator of Social Housing.

Looking ahead, Acuity will be reaching out again during 2025/2026 to gather further feedback from tenants. This continued engagement helps us monitor progress, identify areas for improvement, and ensure we remain responsive to your needs.

Below, you’ll find our performance results in terms of the management information TSMs and the feedback received directly from tenants through the survey.

To find out more about how Acuity carry out the survey, read their summary of approach.

  • RP01: Homes meet the Decent Homes Standard – 99.6%
  • RP02 (01): Percentage of non-emergency repairs completed within target timescale – 95%.
  • RP02 (02): Percentage of emergency repairs completed within target timescale – 98%.
  • BS01: Gas safety checks – 99.6%.
  • BS02: Fire safety checks – 87.5%.
  • BS03: Asbestos safety checks – 100%.
  • BS04: Water safety checks - 100%.
  • BS05: Lift safety checks – 100%.
  • CH01: Number of stage 1 complaints relative to the size of the landlord* - 9.2.
  • CH01: Number of stage 2 complaints relative to the size of the landlord* - 1.9.
  • CH02: Stage 1 complaints responded to within Complaint Handling Code timescales – 83.3%.
  • CH02: Stage 2 complaints responded to within Complaint Handling Code timescales – 60%.
  • NM01: Anti-social behaviour cases relative to the size of the landlord* - 9.6.
  • NM01 (pt2): Anti-social behaviour cases that involve hate incidents* - 0.3.

*Calculated as the number of complaints or ASB cases per 1,000 homes.

  • RP01: Homes that do not meet decent homes standard – 0.8%. 
  • RP02 (01): Percentage of non-emergency repairs completed within target timescale – 95.86%. 
  • RP02 (02): Percentage of emergency repairs completed within target timescale – 98.5%. 
  • BS01: Gas safety checks – 99.7%. 
  • BS02: Fire safety checks – 100%. 
  • BS03: Asbestos safety checks – 100%. 
  • BS04: Water safety checks - 100%. 
  • BS05: Lift safety checks – 100%. 
  • CH01: Number of stage 1 complaints relative to the size of the landlord* - 9.24. 
  • CH01: Number of stage 2 complaints relative to the size of the landlord* - 1.9. 
  • CH02: Stage 1 complaints responded to within Complaint Handling Code timescales – 87.5%. 
  • CH02: Stage 2 complaints responded to within Complaint Handling Code timescales – 100%. 
  • NM01: Anti-social behaviour cases relative to the size of the landlord* - 8.3. 
  • NM01 (pt2): Anti-social behaviour cases that involve hate incidents* - 0.4. 

*Calculated as the number of complaints or ASB cases per 1,000 homes. 

Tenant Satisfaction Survey Results

Related content
Residents' Forum
Our Engagement Strategy
Tenant Satisfaction Measures
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