Tenant Satisfaction Measures (TSMs)_

What are tenant satisfaction measures (TSMs)?

Tenant satisfaction measures (TSMs) are a set of performance indicators introduced by the Regulator of Social Housing to assess how well housing providers deliver services to tenants. These measures cover areas such as repairs, safety, communication and overall satisfaction, ensuring transparency and accountability across the sector.

Benefits of tenant satisfaction measures

• Improved accountability: Provides clear benchmarks for service quality.
• Tenant-focused improvements: Uses feedback to enhance housing services.
• Regulatory compliance: Meets mandatory reporting requirements set by the regulator.

Use cases

• Annual reporting: Submitting TSM data to the Regulator of Social Housing.
• Performance monitoring: Tracking satisfaction trends to identify areas for improvement.
• Action planning: Using TSM insights to shape service delivery strategies.

Key components

• Standardised metrics: Covers repairs, safety, complaints handling, and tenant engagement.
• Data collection tools: Surveys and digital platforms for capturing tenant feedback.
• Integrated reporting: Links TSM data with housing management systems for analysis.
• Compliance dashboards: Visualise performance against regulatory benchmarks.

The BRIKHousing platform supports TSM compliance by centralising data, automating reporting and providing real-time dashboards. Built on Microsoft Dynamics 365 and the Power Platform, it enables housing providers to collect tenant feedback, monitor performance and demonstrate compliance – helping organisations deliver transparent and tenant-focused services.