Tenant Satisfaction Measures

Feedback from our customers is important to everyone at Thirteen. It’s also important that similar organisations to Thirteen gather the same feedback so that as a sector we know what we’re doing right, what we’re getting wrong and where we can improve.

1 Jun 2023

Customer Service Touchpoint Advisor Taking Customer Call And Looking At Computer At Hudson Quay Nnenna Emefesi 2

In April the Regulator of Social Housing introduced performance measures called Tenant Satisfaction Measures (TSMs). These measures aim to hold housing providers to account for their actions and give customers greater visibility of their performance.

What are Tenant Satisfaction Measures?

There are 22 in total and all social housing providers must report on them.

The measures are split into two parts:

  • 10 performance measures that we will collect through management performance information.
  • 12 customer perception survey measures that will be collected through surveying customers directly.

Results from every housing provider will be visible to everyone to view online, compare and question.

The TSMs cover the following key areas:

  • Overall satisfaction   
  • Keeping properties in good order  
  • Maintaining building safety  
  • Safety checks  
  • Respectful and helpful engagement   
  • Effective handling of complaints/ASB  
  • Responsible neighbourhood management  

When is this happening?

From 1 April 2023, all housing providers started to collect data, including surveying customers over a 12-month period.

This information must then be reported to the Regulator of Social Housing in the summer of 2024. It will then be made public for everyone to view.

How we will collect data from our customers

TLF Research are Thirteen’s customer research partners .

From 30 May, they will be contacting a selection of customers at random to provide feedback on the 12 customer perception TSM’s. The survey takes approximately 12 minutes to complete. By providing feedback, you can help us to improve the services you use every day.

TLF Research are based in Huddersfield, West Yorkshire and the telephone number they will call from begins with 01484. If you don’t want to participate, just let the surveyor know and you’ll not receive any more calls.

Please note, if you have opted out of our surveys before and would like to be considered this time, contact us via the methods below and we’ll add you back on the list:

What will happen to my answers?

The responses will be collected by Thirteen monthly and used to drive service improvements. Annually, they will be submitted to the Regulator of Social Housing who will track the sectors performance to see where improvements can be made.

If you would like to know more about the TSMs please visit: