Tenant Satisfaction Measures

The Regulator of Social Housing (RSH) has today published their analysis of the Tenant Satisfaction Measures (TSMs) for landlords with 1000+ homes. Whilst overall satisfaction with services such as repairs, safety and being treated fairly and with respect score in the mid to high 70s in percentages, complaint handling is low at just 36% satisfaction.

NFTMO Members may want to think back to the workshop on complaints held at our Annual Conference (available in the Members Area) to ensure that they are responding in the most appropriate way. It was also noteworthy that just 78% of 290,000 stage 1 complaints were responded to within the timescale set.

Better performances were noted in 2024/25 for overall safety checks where the required safety checks for gas (99.7%), fire (98.7%), asbestos (97.9%), water (97.9%) and lifts (97.8%) had been completed. However, the RHS is clear that the TSMs are a means of opening the conversation around a landlords performance. E.g. the figures above look impressive but how many issues were discovered? Were these remedied in good time? Are figures look at by the landlord at a senior level etc?

It is good to note that the variance in methodology has been noted as it is well established that face to face questions receive a more positive response than anonymised online ones. Offering differnet ways to respond offers more residents the opportunity to respond but the results need to be balanced.