Views on proposed tenant satisfaction measures

Views being sought on proposed Tenant Satisfaction Measures

In late 2020, the Government issued the Social Housing White Paper, a full copy of which can be viewed here:  

The White Paper includes a charter which is made up of the following seven key commitments:

  • To be safe in your home
  • To know how your landlord is performing
  • To have your complaints dealt with promptly and fairly
  • To be treated with respect
  • To have your voice heard by your landlord
  • To have a good quality home and neighbourhood to live in
  • To be supported to take your first step to ownership should your circumstances allow

A big part of the White Paper is the recognition that in order for tenants to be able to hold their landlord to account they need to know how it is performing and what decisions are being taken.

To make this happen, the Regulator of Social Housing will be requiring landlords to give tenants access to a set of clear and comparable tenant satisfaction measures on the things tenants care about.

The Regulator is currently seeking views on its proposals for tenant satisfaction measures (TSMs) and twenty two measures have been proposed covering 6 themes and these are set out below. Although they are collectively referred to as TSMs, information relating to 10 measures will be collected from housing providers own performance information with the remaining 12 being informed from perception surveys with tenants.

The proposed TSMs are as follows:

Overall satisfaction

  • Overall satisfaction

Keeping Properties in Good Repair

  • Homes that do not meet the Decent Homes Standard
  • Repairs completed within target timescale 
  • Satisfaction with repairs
  • Satisfaction with time taken to complete most recent repair

Maintaining Building Safety

  • Gas safety checks
  • Fire safety checks
  • Asbestos safety checks
  • Water safety checks
  • Lift safety checks
  • Satisfaction that the home is well maintained and safe to live in

Effective Handling of Complaints

  • Complaints relative to the size of the landlord Complaints responded to within Complaint Handling Code timescales
  • Satisfaction with the landlord’s approach to handling of complaints
  • Tenant knowledge of how to make a complaint

Respectful and Helpful Engagement

  • Satisfaction that the landlord listens to tenant views and acts upon them
  • Satisfaction that the landlord keeps tenants informed about things that matter to them Agreement that the landlord treats tenants fairly and with respect

Responsible neighbourhood management

  • Anti-social behaviour cases relative to the size of the landlord
  • Satisfaction that the landlord keeps communal areas clean, safe and well maintained 
  • Satisfaction that the landlord makes a positive contribution to neighbourhoods
  • Satisfaction with the landlord’s approach to handling of anti-social behaviour

These measures would make up a new Tenant Satisfaction Measures Standard and, to ensure landlords meet the standard, they will be required "to, among other things, collect, publish and submit information about their performance against the TSMs in accordance with requirements set out by the regulator".

The consultation period in connection with these TSMs runs until 3 March 2022 and the online survey link for the consultation is

Further information can also be found at 

Last updated on: 20/01/2022 - 09:52