Tenant Satisfaction Measures - survey

tsm 2023 header web

The Regulator of Social Housing has created a set of new measures to look at how all social housing providers in England are performing. These are called Tenant Satisfaction Measures (TSMs).

A key part of the TSMs is to survey customers about how satisfied you are with your home and the services provided by your landlord. The survey results will be reported back to the Regulator and customers.

About the survey

Your home is managed by Leicestershire Rural Housing Association but is owned by emh and your tenancy agreement is with emh. As they are your landlord, they are required to carry out the survey, not us.

  • What do the tenant satisfaction measures cover?

    There are 22 tenant satisfaction measures, covering five themes:

    • 10 of these will be measured by the landlord directly, and
    • 12 will be measured through a customer satisfaction survey. All landlords must ask the same 12 questions.

    Landlords are required to report on these measures for both rental and shared owner customers.

    The measures look at five key areas:

    • Keeping properties in good repair
    • Maintaining building safety
    • Effective complaints handling
    • Respectful and helpful customer engagement
    • Responsible neighbourhood management
  • Who, how and when?

    As your home is owned by emh, they are required to carry out the survey with you.

    The survey is closed for 2023. The next survey will be in Autumn 2024.

  • Why is it important to complete the survey?

    We value your opinions and want to know where we’re doing well, and where we can do better.

    Please take this opportunity to have your say.

    • It gives you the chance to feed back on the service you receive from us.
    • We use your feedback to make real changes to our service and to your experience living in our homes.
    • The more responses we get, the better we can understand where we may need to improve. It doesn’t matter if you’ve only recently moved into your home or if you don’t use all of our services.

    The TSMs require all social landlords to report in the same way, making it easier for social housing customers to understand how landlords are performing against the key services that matter most.

  • Find out more

    You can find out more about the Tenant Satisfaction Measures on the gov.uk website:

    Tenant Satisfaction Measures

What happens with the survey findings?

  • Areas for improvement

    From the survey results, and feedback from other surveys and complaints, we’ve identified four areas to focus our improvements on. These are:

    • Communal areas
    • Repairs
    • Planned maintenance
    • Shared ownership

    Project groups have been created for each of these four areas. We’ll need to understand more about why customers are dissatisfied, so will be asking you to get involved with this (if you’d like to).