Tenant Satisfaction Measures

What are Tenant Satisfaction Measures?

In April last year the Regulator of Social Housing has introduced a new set of tenant satisfaction measures (TSMs). These measures track how well social landlords are doing at providing quality homes and services, with all social housing providers in England required to report on their performance.

How our performance will be measured

These measures are designed to help tenants see how well their social landlord is performing.

All landlords with over 1,000 homes, are required to publish their results each year, with the first set of results due by June 2024.

There are 22 Tenant Satisfaction Measures that we’ll be reporting on, split into two parts:

• 12 customer perception measures: These will show tenant satisfaction with the services we provide, for example, how well we’ve managed repairs or resolved complaints.
• ten performance measures: These measures are based on our performance information, for example, how many of our homes meet the Decent Homes standard and how many cases of anti-social behaviour have been reported to us.

The full list of TSMs can be found on  tenant satisfaction measures section of the government website.

How we have gathered feedback

Acuity Research and Practice carried out surveys with tenants on behalf of the City of London Corporation. This is in line with the guidance set out by our regulator.

We’re now collating and reviewing our results before publishing them on our website in June 2024.

We’ll be using this feedback to help us understand where we need to improve our services and taking action where required.

Annual Reports

Our performance data for the year can be found in our Annual Reports.