Tenant Satisfaction Measures (TSMs)

The Regulator of Social Housing (RSH) regulates registered providers of social housing in England. They have created a new system for assessing how well social housing landlords are doing, at providing good quality homes and services. They have introduced revised consumer standards which involve a set of TSMs, that social housing landlords must report to the RSH, annually. 

These measures should:

• Let tenants see how well their landlord is doing.
• Give the regulator an idea of which landlords might need to improve things for their tenants.

There are 22 tenant satisfaction measures, covering five themes: 

• Keeping properties in good repair 
• Maintaining building safety
• Respectful and helpful engagement 
• Effective handling of complaints 
• Responsible neighbourhood management 

Of the measures, 10 of these are measured by Derby Homes directly, and 12 are measured by carrying out the Customer Survey (tenant perception survey).

Read about how Derby Homes are performing by accessing the reports in the document folder.