IRRV Alert - week ending 22nd September 2023
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Tenant Satisfaction Measures Standard (19 September 2023)
Guidance
Tenant Satisfaction Measures Standard
This page includes the TSM Standard, the associated technical and tenant survey requirements and a summary of the regulator’s TSM requirements.
- From:
- Regulator of Social Housing
- Published
- 23 March 2023
- Last updated
- 19 September 2023 — See all updates
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Applies to England
Documents
Tenant Satisfaction Measures Standard - from 1 April 2023 (accessible version)
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Tenant Satisfaction Measures Standard_April 2023
PDF, 120 KB, 3 pages
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Tenant Satisfaction Measures - Technical requirements (accessible version)
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Tenant Satisfaction Measures - Technical requirements
PDF, 410 KB, 36 pages
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Tenant Satisfaction Measures - Tenant survey requirements (accessible version)
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Tenant Satisfaction Measures - Tenant survey requirements
PDF, 370 KB, 31 pages
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Tenant Satisfaction Measures - Summary of requirements (This is not a substitute for the TSM Standard and the TSM technical documents)
PDF, 765 KB, 19 pages
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Tenant Satisfaction Measures - Easy read summary of requirements (This is not a substitute for the TSM Standard and the TSM technical documents)
PDF, 2.58 MB, 22 pages
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TSM: Guidance on data submission (accessible version)
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TSM: Guidance on data submission
PDF, 171 KB, 5 pages
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Tenant Satisfaction Measures - FAQs (accessible version)
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Tenant Satisfaction Measures - FAQs
PDF, 325 KB, 31 pages
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Details
The Tenant Satisfaction Measures Standard requires all registered providers of social housing to collect and report annually on their performance on a core set of defined measures to provide tenants with greater transparency about their landlord’s performance. The information must meet the regulator’s requirements as set out in Tenant Satisfaction Measures: Technical requirements and Tenant Satisfaction Measures: Tenant Survey requirements, which are both on this page.
The TSMs comprise 12 tenant perception measures, to be obtained through tenant surveys carried out by providers, and 10 landlord management information measures. The measures include keeping properties in good repair, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management.
Please note:
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The summary and easy-read version of the summary and the Guidance on data submission on this page are to help people understand our requirements but are not a substitute for the TSM Standard and the TSM technical documents.
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The frequently asked questions do not form part of the requirements that providers need to meet to comply with the TSM Standard.
You can view the 5 consumer standards and the 3 economic standards on the regulatory standards page.
Published 23 March 2023
Last updated 19 September 2023 + show all updates