Tenant Satisfaction Measures Standard

The Tenant Satisfaction Measures Standard requires all registered providers of social housing to collect and report annually on their performance on a core set of defined measures to provide tenants with greater transparency about their landlord’s performance. The information must meet the regulator’s requirements as set out in Tenant Satisfaction Measures: Technical requirements and Tenant Satisfaction Measures: Tenant Survey requirements, which are both on this page.

The TSMs comprise 12 tenant perception measures, to be obtained through tenant surveys carried out by providers, and 10 landlord management information measures. The measures include keeping properties in good repair, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management.

The summary and easy-read version of the summary and the Guidance on data submission on this page are to help people understand our requirements but are not a substitute for the TSM Standard and the TSM technical documents.

You can view the 5 consumer standards and the 3 economic standards on the regulatory standards page.