What are the new Tenant Satisfaction Measures? 

Every year, all housing associations like Alliance Homes are required by the Regulator of Social Housing (RSH) to report how well we’re doing. This is part of a national effort to make sure social housing landlords are transparent and accountable.

The Tenant Satisfaction Measures (TSMs) help us understand what our customers think of the services we provide and help us focus on what matters most to them.

We’re now in our third year of collecting these results, and we use the feedback to make improvements across our services. You can see our most recent TSMs results for 2024/25 here.

What are the TSMs?

There are 22 Tenant Satisfaction Measures set by the RSH. These fall into two groups:

  • 12 perception measures – collected through surveys with customers and focus on your views
  • 10 management measures – collected using our internal data and records.

What are the 12 customer perception measures?

  • TP01: Proportion of respondents who report that they are satisfied with the overall service from their landlord.
  • TP02: Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
  • TP03: Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
  • TP04: Proportion of respondents who report that they are satisfied that their home is well maintained.
  • TP05: Proportion of respondents who report that they are satisfied that their home is safe.
  • TP06: Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
  • TP07: Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
  • TP08: Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
  • TP09: Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
  • TP10: Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
  • TP11: Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
  • TP12: Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.

We also ask some extra questions that help us understand how we're doing overall. These include:

  • Agreement that Alliance Homes can be trusted to do the right thing
  • Agreement that Alliance Homes is easy to deal with
  • Agreement that the rent paid is value for money

What are the ten management measures?

These are based on data we hold about our homes and services, and include things like home safety checks, repair timescales and complaint handling:

  • CH01: Number of complaints received per 1,000 homes
  • CH02: Proportion of complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
  • NM01: Number of anti-social behaviour cases opened per 1,000 homes.
  • RP01: Proportion of homes that do not meet the Decent Homes Standard.
  • RP02: Proportion of responsive repairs completed within the landlord’s target timescale.
  • BS01: Proportion of homes for which all required gas safety checks have been carried out.
  • BS02: Proportion of homes for which all required fire risk assessments have been carried out.
  • BS03: Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
  • BS04: Proportion of homes for which all required legionella risk assessments have been carried out.
  • BS05: Proportion of homes for which all required communal passenger lift safety checks have been carried out.

You can read more about the Tenant Satisfaction Measures by reading the Regulator of Social Housing’s guide here (external link).

How can you see our results?

We collect results twice a year – once in July and once in January. Customers are randomly invited to take part either online or by telephone, depending on what contact details we hold and your preferences.

We then combine the results for a full year picture, which we send to the Regulator of Social Housing along with the management measures and publish for our customers to see.

Summary of how we collect TSMs for low-cost rental homes (LCRA)

Summary of how we collect TSMs for shared ownership homes (LCHO)

How can you see our results?

We share the results each year in our Tenant Satisfaction Measures report, in our Annual Report, and through our customer newsletter, InTouch.

You can also compare our results with those of other social housing providers on the Regulator of Social Housing’s website. The most recent national data is from the 2023/24 reporting year and was published in November 2024. Read the Regulator's latest TSM Headline Report (external link).

If you're invited to take part in the next TSM survey, we'd love to hear from you. Your feedback helps us improve our services for you and other Alliance Homes customers - find out more here. 

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