Understanding Tenant Satisfaction Measures in Social Housing
Tenant Satisfaction Measures (TSMs) are a standard set of indicators introduced by the Regulator of Social Housing (RSH) in England to assess how well housing providers are delivering services to their tenants.
TSMs are designed to strengthen transparency, accountability and resident voice across the sector, enabling tenants to understand how their landlord is performing and how services compare more widely.
Housing providers are required to collect and report on 22 Tenant Satisfaction Measures, made up of:
- 12 tenant perception measures – based on direct feedback collected through tenant surveys.
- 10 management information measures – based on operational performance data.
These measures form part of the Regulator’s Consumer Standards and are intended to demonstrate compliance with expectations around safety, quality, transparency and resident engagement.
Landlords publish their results annually and submit them to the Regulator to support ongoing regulatory assessment and potential inspection activity.
Survey Methodology (2025 - 2026 – Sample Survey) - conducted independently by Acuity Research and Practice
In line with the Regulator of Social Housing’s Tenant Satisfaction Measures, we used a sample survey approach to collect tenant perception data.
What this means:
- A representative sample of tenants is surveyed rather than all residents.
- The sample reflects the wider tenant population such as property type, location, tenancy type.
- Surveys are conducted by telephone to maximise accessibility and achieve sufficient responses.
The results shown combine both tenant perception data from surveys and management data from internal performance measures.
To find out more about how Acuity carry out the survey, read its summary of approach.