What are Tenant Satisfaction Measures?
Tenant Satisfaction Measures (TSMs) are standards set by the Regulator of Social Housing (RSH), and they aim to understand how well housing providers are meeting the needs of their tenants.
These measures are part of a new system designed to help make landlords' performance more visible to tenants. The first year for collection was April 2023 – April 2024. The measures also help Elim to monitor how well we’re doing at providing quality homes and services, and to understand how we can make improvements.
The TSM standard requires landlords to collect, process, and publish necessary information consistently. This means the regulator can compare each landlords’ performance effectively.
The measures focus on:
You can find more information on the Tenant Satisfaction Measures on the Regulator of Social Housing website. The full set of questions can be read here.
How do we collect our Tenant Satisfaction Measures data?
There are 22 Tenant Satisfaction Measures, and we gather the information we need through a combination of two separate methods.
Between April 2023 and March 2024, Acuity collected 252 responses from Elim customers from a range of tenures. This includes tenants in social rented homes, shared owners, and shorter term residents living in our supported homelessness services.
You will find a more detailed summary of our approach to the Tenants Satisfaction perception measures here. We are required to publish this summary alongside our results.
How will we share our Tenant Satisfaction Measures results?
We want to make sure our results are easily available to all our customers. Our TSM results will be published annually on this page so that you can see how we are performing.
We also plan to publish our TSM scores in this year’s ‘Residents' annual report’ which will be published in the Autumn.
You will find the results of the 2023 – 2024 Tenant Satisfaction Measures using the tabs to the right hand side of this page:
Overall satisfaction:
Keeping properties in good repair:
Maintaining building safety:
Respectful and helpful engagement:
Responsible neighbourhood management:
Keeping properties in good repair:
Maintaining building safety:
Effective handling of complaints:
Responsible neighbourhood management:
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