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Tenant Satisfaction Measures

The Regulator of Social Housing requires all registered providers to generate and report Tenant Satisfaction Measures as part of the new Customer Standards framework.

All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing to provide good quality homes and services.

The measures are aimed at helping improve standards for people living in social housing by:

  • Providing visibility, letting tenants see how well their landlord is doing. And enabling tenants to hold their landlords to account
  • Giving the Regulator insight into which landlords might need to improve things for their tenants

The TSMs are designed to see how well landlords are keeping properties in good repair, maintaining building safety, engaging respectfully and helpfully, effectively handling complaints, and managing the neighbourhood responsibly.

For more information on the Tenant Satisfaction Measures and how they affect you, please visit Tenant Satisfaction Measures - Summary of RSH requirements (accessible) - GOV.UK (www.gov.uk) (external website)

 

 

Tenant Satisfaction Measures (Tenant Perception)

Year-end 23/24 results for Progress Housing Group

TP1

75%

overall satisfaction

TP2

74%

Satisfaction with repairs

TP3

67%

Satisfaction with time taken to complete most recent repair 

TP4

72%

Satisfaction that the home is well maintained 

TP5

78%

Satisfaction that the home is safe

TP6

63%

Satisfaction that the landlord listens to tenant views and acts upon them.

TP7

70%

Satisfaction that the landlord keeps tenants informed about things that matter to them. 

TP8

79%

Agreement that the landlord treats tenants fairly and with respect.

TP9

43%

Satisfaction with the landlord's approach to handling complaints. 

TP10

71%

Satisfaction that the landlord keeps communal areas clean and well-maintained. 

TP11

66%

Satisfaction that the landlord makes a positive contribution to neighbourhoods. 

TP12

62%

Satisfaction with the landlord's approach to handling anti-social behaviour.

For Tenant Satisfaction Measures (Tenant Perception) split by tenancy type - Progress Housing Group (general needs, independent living, supported housing, leaseholder) and RWP (supported living), please refer to the downloads section below. 

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We have a dedicated Customer Voice Team whose role is to understand and champion the voice of our customers.

They work with customers and tenants to understand ways we can make our services better and improve our customers’ experience.

Your feedback has shaped initiatives that have helped tackle key issues and improved how we deliver our services.

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