The Regulator of Social Housing oversees social housing providers to make sure they deliver quality homes and services for current and future tenants. They set standards which all registered social housing providers must meet. 

They have created a set of Tenant Satisfaction Measures that all registered providers must collect and report on.

Read the technical requirements of the tenant Satisfaction Measures.

Read the Tenant Survey requirements

These measures are to make our performance more visible and help our tenants hold us to account. 

There are 22 Tenant Satisfaction Measures, covering five themes. 

We measure ten of these directly. Our appointed provider Acuity measures the other 12 using Tenant Perception Surveys. Find out more about the Tenant Perception Surveys

Theme 1: Keeping properties in good repair

We directly measure: 

• RP01: Homes that do not meet the Decent Homes Standard
• RP02: Repairs completed within target timescale

Measured through Tenant Perception Surveys:

• TP01: Overall satisfaction
• TP02: Satisfaction with repairs
• TP03: Satisfaction with time taken to complete most recent repair
• TP04: Satisfaction that the home is well maintained

Theme 2: Maintaining building safety

We directly measure: 

• BS01: Gas safety checks
• BS02: Fire safety checks
• BS03: Asbestos safety checks
• BS04: Water safety checks
• BS05: Lift safety checks

Measured through Tenant Perception Surveys:

• TP05: Satisfaction that the home is safe

Theme 3: Respectful and helpful engagement

Measured through Tenant Perception Surveys:

• 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 4: Effective handling of complaints

We directly measure:

• CH01: Complaints relative to the size of the landlord
• CH02: Complaints responded to within Complaint Handling Code timescales

Measured through Tenant Perception Surveys:

• TP09: Satisfaction with the landlord’s approach to handling complaints

Theme 5: Responsible neighbourhood management

We directly measure:

• NM01: Anti-social behaviour cases relative to the size of the landlord

Measured through Tenant Perception Surveys:

• 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 anti-social behaviour