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Tenant Satisfaction Measures

The Regulator of Social Housing Opens in a new window/tab icon. requires all registered housing providers to conduct tenant perception surveys to generate and report Tenant Satisfaction Measures (TSMs) Opens in a new window/tab icon..

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 infographics of the results (PDF, 528kb) Opens in a new tab/window, and created a document listing all our internal value for money targets in 2024-25 (PDF, 141kb) Opens in a new tab/window.

The full 2024-25 Tenant Satisfaction Measures results for TP01 - TP12.
The full 2024-25 Landlord's Management Information results for RP01 - NM01.
The full 2024-25 ISHA Additional Value For Money Measures.

Read more in the summary of our approach (Microsoft Word, 22kb) Opens in a new window/tab icon.. We have also provided the Tenant Satisfaction Survey questionnaire in full (PDF, 1.6mb) Opens in a new window/tab icon..

More information

If you have questions or want more information about the Tenant Satisfaction Survey or 2024-25 TSMs, call 0300 131 7300 or email news@isha.co.uk.