Tenant Satisfaction Measures (TSMs)

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:

Our maintenance performance and how we are keeping properties in good repair
How we are maintaining the safety of the buildings we own
How our customers feel about the overall services they receive
Respectful and helpful engagement with customers
Effective handling of complaints
Responsible neighbourhood management

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.

12 Tenant Satisfaction Measures come from our Customer Perception Surveys. This information is collected by surveying a random sample of our customers from a range of tenures and different geographical areas, and asking for their feedback on their experiences and opinions of Elim. Independent market research company, Acuity, carries out these customer satisfaction surveys on our behalf.
10 Tenant Satisfaction Measures are based on information about customers’ homes. These are gathered from our landlord records and provide clear data on property management and the status of the safety checks we have carried out during the year.

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.

Our results

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:

Overall satisfaction: 71.8%

Keeping properties in good repair:

Satisfaction with overall repairs service in past 12 months: 70.7%
Satisfaction with time taken to complete most recent repair: 71.5%
Satisfaction that the home is well-maintained: 68.3%

Maintaining building safety:

Satisfaction that the home is safe: 72.9%

Respectful and helpful engagement:

Satisfaction that the landlord listens to the tenant views and acts upon them: 63.1%
Satisfaction that the landlord keeps tenants informed about things that matter to them: 77.8%
Agreement that the landlord treats tenants fairly and with respect: 81.1%

Responsible neighbourhood management:

Satisfaction with the landlord’s approach to handling complaints: 41.6%
Satisfaction that the landlord keeps communal areas clean and well-maintained: 65.7%
Satisfaction that the landlord makes a positive contribution to neighbourhoods: 70.2%
Satisfaction with the landlord’s approach to handling anti-social behaviour: 61.3%

Keeping properties in good repair: