Measuring our performance against the new Tenant Satisfaction Measures

Since April 2023 we've been measuring our performance against the new Tenant Satisfaction Measures - or TSMs. All housing associations had to collect these for the first time for the year to March 2024 and submit them to the Regulator of Social Housing (RSH), as well as publishing them to make them accessible for customers. 

TSMs were introduced by the RSH as part of its Consumer Standards - designed to make sure social landlords are being open with tenants and treating them with fairness and respect so that they can access services, raise complaints, influence decision making and hold their landlord to account. 

This is something we strongly agree that you have a right to expect from us.  

The TSMs are made up of two sets of information: 

• 12 tenant perception measures – based on surveys with customers about their satisfaction with key services (such as repairs and keeping customers informed about things that matter to them)
• 10 management information metrics on complaints, anti-social behaviour, repairs and building safety – so that the RSH can assess how we comply with the Consumer Standards .

We already report on our performance through quarterly and annual reports, but the TSMs give customers another opportunity to see how well we are doing - and to help us understand what we can do better. 

As well as sharing the results on our SNG website, there will be more detail in our customer annual reports, newsletters and social media channels over the next few months - look out for these to find out what we're doing on each key service area.

Please note: the RSH said we should produce the TSMs jointly for SNG as a whole. Because Sovereign Housing and Network Homes merged partway through the year, these results combine two slightly different methods. You can read more about this on the Tenant Satisfaction Measures page on our SNG website.