TENANT
SATISFACTION
MEASURES

FAQ’s

What are the Tenant Satisfaction Measures?
From 2024, the Regulator of Social Housing introduced a new requirement for all social housing landlords to report annually on a set of standards. These standards measure how well we’re doing at providing safe, good-quality homes and services and how well we are meeting customers’ needs. These are called the Tenant Satisfaction Measures (TSMs).

The key areas covered by the TSMs are

Property Repairs
Building Safety
Complaints Handling
Tenant Engagement
Neighbourhood Management

There are 22 measures in total

Twelve come from customer surveys carried out each year.
Ten come from landlord records, which cover property management and safety.

Prior to the survey, customers indicated a preference for completing the survey in person with a Worker (Housing Sustainment Worker or Assertive Caseworker). To better understand survey responses, we include a comments box after each question, allowing participants to explain their answers in more detail. This feedback helps us build targeted action plans for improvement.

For more information, please visit the Regulator of Social Housing’s website.

Why do the measures matter?
These measures help us to understand how happy customers are with different parts of our service and highlight areas we may need to improve. They also ensure we remain open and accountable to our customers and allow us to compare our performance with other landlords.

How do we share this information?
Our TSM results will be published annually on this page, allowing customers, partners and colleagues to see our performance and how we’re listening to customer feedback and the steps we are taking to improve year on year.

The TSMs are also shared:

In a special edition of the Brighter Buzz (Summer)
At the Customer Experience Committee, a sub-committee of board members, the leadership team and engagement colleagues.

Our TSMs 2025–25

This year’s Tenant Satisfaction Survey ran from 21st January to 21st February 2025. We’re really pleased to share that more customers than ever provided their feedback. We received 169 responses, which is a 104% increase from our first survey in 2023 (83 responses) and a 14% increase since 2024 (248 responses).
This growing response means we’re hearing from a wider and more diverse range of customers, helping us make improvements that truly reflect their views.

How do we compare to other Housing Providers?
Brighter Futures achieved an overall satisfaction score (TP1) of 86.39%, which is significantly higher than key national averages: