Tenant Satisfaction Measures
Transparency on how we perform as a landlord
What they are and how we apply them
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to carry out tenant perception surveys annually, as specified by the Regulator of Social Housing. TSMs are designed to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.
The TSM standards consist of 22 measures: 14 management information measures and 12 satisfaction measures. They cover five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective handling of complaints, alongside an additional measure for overall satisfaction with landlord services.
Below is RHP’s TSM report for the financial year 2023/24, which shows our performance against each measure, as well as transparency over areas of strength, where we need to improve, and action we’ve taken.
Also below is our Assurance of Approach which covers the methodology used, survey design, and how we ensured the survey responses are representative of our tenant population. We have also included a copy of the survey.
Our surveys are carried out by IFF Research, who may call you from 0330 027 0103.