Tenant Satisfaction Measures
Everything you need to know about Tenant Satisfaction Measures.
In April 2024, the Regulator of Social Housing introduced a new requirement for all social housing landlords, like L&Q, to annually report on a set of measures that tell you how well we’re doing at providing quality homes and services. These are called Tenant Satisfaction Measures (TSMs).
How this affects residents
The measures will improve standards for people living in social and affordable housing by:
- showing you how well we’re doing on important things like delivering repairs, dealing with any complaints and treating you with respect
- allowing you to hold us to account when we’re not performing as we should
- giving the Regulator an insight into which landlords might need to improve things for their residents
What the TSMs will show
TSMs will show how well we:
- keep your homes in a good state of repair
- make sure your homes are safe
- give you opportunities to have your say, and act on your views
- handle complaints
There are 22 TSMs, including:
- 12 Tenant Perception Measures (TPMs) - we measure these through an annual tenant perception survey
- 10 Management Information Measures (MIMs) - we measure these directly through information we hold on our systems.
You can learn more about TSMs, including details on each measure on the government’s website, but here’s a simple table, which shows you what the TSMs will show under five themes:
Measured by us | Measured by doing a survey (TP) |
| TP01: Overall satisfaction | |
| Theme: Keeping properties in good repair (RP) | |
| RP01: Homes that do not meet the Decent Homes Standard | TP02: Satisfaction with repairs |
| RP02: Repairs completed within the target timescale | TP03: Satisfaction with the time taken to complete most recent repair |
| TP04: Satisfaction that the home is well maintained | |
| Theme: Maintaining building safety (BS) | |
| BS01: Gas safety checks | TP05: Satisfaction that the home is safe |
| BS02: Fire safety checks | |
| BS03: Asbestos safety checks | |
| BS04: Water safety checks | |
| BS05: Lift safety checks | |
| Theme: Respectful and helpful engagement | |
| TP06: Satisfaction that the landlord listens to tenant views and acts upon them | |
| TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them | |
| TP08: Agreement that the landlord treats tenants fairly and with respect | |
| Theme: Effective handling of complaints (CH) | |
| CH01: Complaints relative to the size of the landlord | TP09: Satisfaction with the landlord’s approach to handling complaints |
| CH02: Complaints responded to within Complaint Handling Code timescales | |
| Theme: Responsible neighbourhood management (NM) | |
| NM01 (Antisocial behaviour cases relative to the size of the landlord | TP10: Satisfaction that the landlord keeps communal areas clean and well maintained |
| TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods | |
| TP12: Satisfaction with the landlord’s approach to handling antisocial behaviour | |
How we’ll measure our performance
Every year, we’ll commission an independent survey company to carry out a new tenant perception survey on our behalf, so we can capture your views on how satisfied you are with your home and the services we provide to you.
We’ll use a variety of methods to capture your views, including telephone, online and postal. Our surveys will be carried out in four stages at different times of the year.
The Regulator requires us to get feedback from both social housing residents and shared owners. Residents are randomly selected to take part in the survey, so that means not everyone is invited.
You can find out about opportunities to get more involved with us, help shape our services and have your say in our resident involvement section.
Sharing our performance against the TSMs
When reporting the TSM results to the Regulator, we’ll submit scores for two groups of residents, Low Cost Rental Accommodation (LCRA) and Low Cost Home Ownership (LCHO). These terms cover residents who live in the following types of homes:
Resident type | Resident group |
| General needs (social rent) Residents who are not vulnerable and able to live independently without any special housing or support needs | Low Cost Rental Accommodation (LCRA) |
Direct managed (supported living) | |
| Sheltered (L&Q Living) Residents who are vulnerable and may need special housing or support | |
| Intermediate Market Rent (IMR- affordable rent) Residents who live in homes where rent is usually 80% of market value (this includes London Living Rent homes) | |
| Agency managed Residents who are not vulnerable and live in homes that are managed by agencies, and also, residents who are vulnerable and live in supported housing and care homes managed by specialist providers | |
| Shared owners Residents who have bought a share of their home and pay rent to us for the share we own | Low Cost Home Ownership (LCHO) |
We’ll submit our tenant satisfaction measure results to the Regulator by the end of June 2024 and share them with you at the same time on this page. The Regulator will publish the results for social housing landlords, with over 1,000 homes, in Autumn 2024 on their website.
For more information and details about TSMs, please visit the government’s website.