Guidance

Tenant Satisfaction Measures Standard

This page includes the TSM Standard, the associated technical and tenant survey requirements and a summary of the regulator’s TSM requirements.

From:
Regulator of Social Housing
Published
23 March 2023
Last updated
3015 March 20232024 — See all updates

Applies to England

Documents

Tenant Satisfaction Measures Standard - from 1 April 2023 (accessible version)

HTML

Tenant Satisfaction Measures Standard_April 2023

PDF, 120 KB, 3 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Tenant Satisfaction Measures - Technical requirements (accessible version)

HTML

Tenant Satisfaction Measures - Technical requirements

PDF, 409494 KB, 3637 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Tenant Satisfaction Measures - Tenant survey requirements (accessible version)

HTML

Tenant Satisfaction Measures - Tenant survey requirements

PDF, 370 KB, 31 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Tenant Satisfaction Measures - Summary of requirements (This is not a substitute for the TSM Standard and the TSM technical documents)

PDF, 765 KB, 19 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Tenant Satisfaction Measures - Easy read summary of requirements (This is not a substitute for the TSM Standard and the TSM technical documents)

PDF, 2.58 MB, 22 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

TSM: Guidance on data submission (accessible version)

HTML

TSM: Guidance on data submission

PDF, 171 KB, 5 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Tenant Satisfaction Measures - FAQs (accessible version)

HTML

Tenant Satisfaction Measures - FAQs

PDF, 325 KB, 31 pages

This file may not be suitable for users of assistive technology.

Request an accessible format.
If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email enquiries@rsh.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

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.

Please note:

  • 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.

  • The frequently asked questions do not form part of the requirements that providers need to meet to comply with the TSM Standard.

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

Published 23 March 2023
Last updated 3015 March 20232024 + show all updates

  1. We have made minor updates to the TSM Technical Requirements document, to confirm how CH01 and CH02 will reflect the Housing Ombudsman Service’s new 2024 Complaints Handling Code. The Code sets definitions for complaints and the timescales for responding to complaints. The new Code will apply from 1 April 2024.

  2. TSM FAQs added to the page.

  3. Errors have been amended on Tenant Satisfaction Measures - Technical requirements (accessible version), Tenant Satisfaction Measures - Tenant survey requirements and Tenant Satisfaction Measures Standard - from 1 April 2023 (accessible version)

  4. Tenant Satisfaction Measures - Technical requirements (accessible version) has been temporarily removed while an error is amended