How our tenants think we're doing

Tenant satisfaction measures (TSMs) help show how well social housing landlords are doing at providing good quality homes and services. They help tenants hold their landlords to account and we must show the results of our surveys.

There are two types of TSMs.

Tenant perception measures (TPMs)

There are 12 TPMs and they are measured with a yearly tenant survey. 

The measurements are:

• 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
• TP05: Satisfaction that the home is safe
• TP06: Satisfaction that the tenant 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
• TP09: Satisfaction with the landlord's approach to complaints
• 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 anti-social behaviour

Tenant perception measures survey 2023

The 2023 survey was carried out from 17 August until 31 October 2023, in line with the new regulatory requirements. We will publish the results here in autumn 2023. 

Management information measures (MIs)

There are ten MIs across four areas. They are collected in landlord and management data.

Keeping properties in good repair

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

Maintaining building safety

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

Effective handling of complaints

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

Responsible neighbourhood management

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

Management information measures report 2024

We will publish a report about our performance in summer 2024. This report will cover the 1 April 2023 to 31 March 2024.

How we work out and gather our TSMs (methodology)

Since the publication of the TSMs in September 2022, we have created plans and procedures to make sure that, by April 2024, we are submitting accurate and quality-assured data to the Social Housing Regulator. This includes:

• working with our service leads to make sure their teams know what they need to do to collect TSMs on time and report on them
• working through a few months' test period where we tried using TSMs early so we could solve any problems and get teams into using and reporting on the TSMs comparing our performance with other London authorities (known as benchmarking). 

As of March 2023, we started official reporting and have been collecting all MIs every three months, and some every month. We are still working on improving the quality of our data so that by spring 2024, we will be confident in the data we are presenting to you.

TSM figures and specific methodologies will be coming soon.