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.
Responses collected from Elim customers are 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.
You will find the results of the 2025 – 2026 Tenant Satisfaction Measures using the tabs to the right-hand side of this page, along with results from the previous year.
The results from 2025 – 2026 were reviewed and discussed by Elim’s Board and Customer Service Committee in July 2026.
Customer perception results
Elim customers reported an overall satisfaction rate of 71% in 2025-2026. This represents a reduction of 3% compared with the previous year. Alongside the reduction in overall satisfaction, there was also a downward trend in ratings across several other measures.
The highest levels of satisfaction are for the overall satisfaction with Elim’s repairs service over the last 12 months (77%), satisfaction with the time taken to complete the most recent repair (78%), satisfaction with the way residents are kept informed (78%) and satisfaction that residents are treated fairly and with respect (81%).
Satisfaction is lowest for the approach to handling anti-social behavior (57%) and the handling of complaints (47%). However, these metrics are typically amongst the lowest-performing for landlords.
In comparison to the Tenant Satisfaction Measures results for RPs with over 1000 homes which were published by the Regulator of Social Housing, Elim Housing compares well against this group; eight measures are above the median, with three in the top quartile (time taken to complete repairs, keeping residents informed and complaints handling). Just three are below the median in terms of performance – overall satisfaction with services, satisfaction that the home being safe, and satisfaction with communal area maintenance: all of these are in the third quartile.
Compared against the smaller landlord benchmarking group, Elim has a much lower level of performance, with all measures falling below the median performance achieved by other small landlords.
We are continuing to review all the customer comments and other feedback we receive to understand how we can continue to improve over the year ahead, and where we may be able to identify key areas for service development that we can implement in partnership with Places for People.
Landlord data: property management
Most of these metrics relate to the way in which we maintain our properties and carry out the essential safety testing that is required.
Our compliance results are in line with the sector, but there are two areas where our performance is below the sector median. As in 2024- 2025, these areas are the number of Elim homes that do not meet the Decent Homes standard, and the number of repairs that we completed within target timeframe.
Our Decent Homes data has significantly improved over the year, and we are comfortable that there is a robust programme of planned works in place for the current year and over the years ahead. With the support of Places for People, we expect to see continuous progress in this area which will significantly benefit our customers.
Although we have been unable to demonstrate improvements in our repairs performance data over the year, we are continuing to focus on customer satisfaction with the maintenance service, and the timely completion of emergency and urgent repairs as a matter of priority. Performance in these areas has improved but the overall position remains behind the sector.
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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