What are Tenant Satisfaction Measures?

 

The Regulator of Social Housing has introduced a new system to ensure social housing landlords across England deliver safe, high-quality homes and services. Alongside updated consumer standards, this system requires all landlords to track and publish their performance using 22 Tenant Satisfaction Measures (TSMs). These measures fall into five key themes and are split into two categories:

• 10 direct measures: Calculated by the landlords using their own performance and management data.

• 12 perception measures: Gathered directly from tenants via feedback surveys.

Westminster Community Homes conduct an annual questionnaire for its residents to complete, it is important that this is completed by as many tenants as possible to ensure the results accurately reflect our performance