The Regulator of Social Housing has drawn up a new set of 22 tenant satisfaction measures (or ‘TSMs’) for us to use and report back on at least every two years.
The idea is that every social landlord will answer the same questions, so that we can more easily compare our performance.
We can answer some of the TSMs using records we keep internally. But others will be included in our annual and other resident surveys.
Here are the 22 measures
- Overall satisfaction
- Satisfaction with repairs
- Satisfaction with time taken to complete the most recent repair
- Satisfaction that your home is well maintained
- Satisfaction that your home is safe
- Satisfaction that your landlord listens to tenant views and acts upon them
- Satisfaction that your landlord keeps tenants informed about things that matter to them
- Agreement that your landlord treats tenants fairly and with respect
- Satisfaction with your landlord’s approach to handling complaints
- Satisfaction that your landlord keeps communal areas clean and well maintained
- Satisfaction that your landlord makes a positive contribution to local neighbourhoods
- Satisfaction with your landlord’s approach to handling antisocial behaviour
- Complaints relative to the size of your landlord
- Complaints responded to within the complaint handling code timescales
- Antisocial behaviour cases relative to the size of your landlord
- Homes that do not meet the Decent Homes Standard
- Repairs completed within the target timescale
- Gas safety checks
- Fire safety checks
- Asbestos safety checks
- Water safety checks
- Lift safety checks