Performance

Tenant Satisfaction Measures

The Regulator of Social Housing requires all registered housing providers to conduct tenant perception surveys to generate and report Tenant Satisfaction Measures (TSMs) .

TSMs are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.

The TSM standards comprise 22 measures: 14 management information measures and 12 satisfaction measures. They cover five key themes alongside an additional measure for overall satisfaction with landlord services:

1. Keeping properties in good repair.
2. Maintaining building safety.
3. Respectful and helpful engagement.
4. Responsible neighbourhood management.
5. Effective handling of complaints.

The results of ISHA’s Tenant Satisfaction Measures in 2024-25

We are delighted to have seen improvements in nine out of the 12 perception survey questions, including an increase in overall satisfaction with our services. We recognise that we have more work to do, but after a year of focusing on key services, we are very encouraged by these results.

There are table summaries below, and we have produced a general summary with some clear infographics of the results (PDF, 528kb) , and created a document listing all our internal value for money targets in 2024-25 (PDF, 141kb) .