Performance

The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys to generate and report TSMs annually, as specified by the Regulator of Social Housing .

TSMs are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.

The TSM standards consist of 22 measures: 14 management information measures and 12 satisfaction measures. They cover five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective complaint handling. An additional measure relates to the overall satisfaction with landlord services.

Here are the results of ISHA’s TSM survey on the 12 satisfaction measures.

The results of our 2023 Tenant Satisfaction Survey

This is the first year we were required to report to the regulator. Overall, we saw improvements from previous years across multiple questions, but our low satisfaction scores were a bit disappointing. While these don’t necessarily mean our residents are highly dissatisfied, we want to do better.

We will use what we have learned to improve our services over the coming months, and we look forward to working with more of our residents to do so.

Overall satisfaction

Key drivers of satisfaction

Time taken to complete repairs

The results show that completing repairs quickly and correctly the first time is very important to our residents and is closely linked to overall satisfaction.

This is a common theme in other tenant surveys. We know the ongoing impacts of the COVID-19 pandemic and Brexit, etc., on staff and materials, have caused disruption and delays, and we are working hard with our contractors to improve in this area.

Maintenance and communal areas

Maintaining your home and keeping communal areas clean and well-maintained is also linked to overall satisfaction. Where there are issues, we have seen lower satisfaction, but we are heartened that two-thirds of residents who have a communal area reported that they were satisfied with the cleanliness and upkeep.

Neighbourhoods

Communication

Our full TSM perception and management information results for 2023-24

How are we improving our service?

Communication

To improve our communication, we are introducing a new housing management system to support us in all our interactions with you. We have also reviewed our communication tone and style and are introducing a new approach to ensure we are friendly and helpful whenever and however we interact with you.

Repairs

To improve our repairs service, we have worked with residents on new repairs contracts and are improving our response times and quality.

To improve our performance in listening to tenants' views and acting on them, we will undertake a ‘Neighbourhood Knock’ door-knocking exercise to get to know you better and introduce many more involvement opportunities and resident-focused events and activities.

Updates

We’ll have more to share throughout the year, so please keep an eye out for our updates.

More about the Tenant Satisfaction Measures

The Regulator of Social Housing introduced the Tenant Satisfaction Measures (TSMs) , which came into force from April 2024. These are new requirements for all social housing landlords, like ISHA, to report annually on measures that tell us how well we are doing in providing quality homes and services.

About the 2023 Tenant Satisfaction Survey

Our first TSM survey was an opportunity for us to get tenant feedback on what we’re doing well, where we can improve and what our priorities should be. We must also report these results to the government's housing regulator each year.

Our 2023 survey took place between October and November 2023. It was representative of our tenants as a whole and covered a variety of property types (e.g. Flats and houses), different household sizes (from single occupancy to six or more occupants), different tenancy lengths (from one year to over 21 years) and ethnic backgrounds. Surveys were conducted by telephone interview. In total, 400 tenants completed the survey. We also surveyed a small number of leaseholders and shared owners, but we are only required to report our tenant results to the regulator.

Read more in the summary of our approach (PDF, 111kb). We have also provided the Tenant Satisfaction Survey questionnaire in full (PDF, 1.1mb).

TSM surveys in 2025

This year, we are conducting our Tenant Satisfaction Surveys quarterly to respond to feedback and implement improvements throughout the year. We've partnered with an organisation called ARP Research, and you may receive a phone call from them asking for your feedback. The ARP Research Team will identify themselves and state that they work for ISHA before asking any questions.

You don't have to take part in the survey, but we'd really appreciate you taking the time to answer the questions.

More information

If you have questions or want more information about the Tenant Satisfaction Survey or TSMs, call 0300 131 7300 or email news@isha.co.uk.