Understanding Tenant Satisfaction Measures – and how to turn them into insight Written by Vision One Research If you work in social housing, you’ll know how much the world has shifted in the past few years. The introduction of Tenant Satisfaction Measures (TSMs) by the Regulator of Social Housing (RSH) is one of the biggest changes yet — designed to make sure tenants’ voices are genuinely heard, and that landlords can be held to account for the services they provide. But while the new framework might sound like another layer of regulation, it’s also an incredible opportunity. Done well, TSMs can help you understand what really matters to tenants, show where you’re doing well, and highlight where you can improve. In other words, they can become a tool for building stronger relationships, not just ticking boxes. What the TSMs actually cover There are 22 measures in total, covering five main themes. Twelve of these are based on tenant perception – gathered through surveys – while the other ten come from your internal management information. TSM Questions include: The results will help the regulator and tenants compare performance between landlords, but also give you invaluable feedback about how people really feel about your organisation. The Regulator of…
