Tenant satisfaction measures
Tenant Satisfaction Measures, or TSMs for short, have been developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services to tenants.
Every year we collect feedback from customers about how we’re doing and publish the results. The TSMs give us an honest picture of the services we provide to you and how we can improve by listening and acting on your feedback.
We’re delighted that the results of our annual tenant satisfaction survey for 2024/25 have shown an increase against 2023/24 in all 12 of the areas measured.
There are 22 measures in total and in addition to the above, 10 come from management information systems covering our day-to-day work. These results are published below for tenant (rental) and shared ownership customers.
From our total tenant population of 4,871, TFL selected a random sample size of 784. From this the following survey types were achieved:
- 479 telephone
- 303 online
- two face-to-face
Find out more about how we did the survey in our summary of approach document by downloading this document here.
To help us meet the requirements of the TSMs, we work with independent market research specialists to carry out our customer surveys. All landlords must ask customers the same 12 questions, which are detailed in this sample survey here.
Customer Assembly - customer satisfaction insights
Our Customer Assembly - our involved customer group - asked us to provide a more detailed analysis of five of the tenant satisfaction perception measures. You can see the results of these, broken down by different demographics for customers, property type and area, here.
Scores and commentary breakdown.
Our scores and commentary.