Insights Report: Tenant Satisfaction Measures data - analysis and recommendations

TSM25 Insights Report.pdf

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We have analysed the latest Tenant Satisfaction Measures (TSM) data published by the

Regulator of Social Housing (RSH) to identify key findings which can be used to focus improvement activities.

The TSM framework, now in its second year, provides the housing association sector with standardised benchmarks across tenant perception, building safety, repairs performance, and complaint handling.

Our summary headlines:

1. Home condition, tenant voice, and repairs satisfaction are the strongest predictors of overall satisfaction. These three measures are strong indicators of tenant experience, with housing condition emerging as a near-perfect predictor for overall satisfaction.

2. Completing repairs on time is a poor predictor of repairs satisfaction. What happens during the repair - quality, right-first-time completion, and communication matters far more than hitting the timescale target.

3. The sector's weakest measure, complaints handling satisfaction, is also one of the most important for overall satisfaction. There is a strong linkage between those organisations that are better at handling tenant complaints and satisfaction with the overall tenant experience.

4. Larger organisations have lower levels of satisfaction. The 50,000+ homes group averages 63.4% satisfaction compared to 75.0% for providers under 5,000 homes, showing a clear and consistent scale penalty.

5. Significant regional variation exists in tenant satisfaction, particularly a pronounced London deficit. London housing associations score a median of just 58.7% overall satisfaction versus 76.4% in the North, reflecting higher tenant expectations, older housing stock, and the challenges of dense urban environments.

6. RSH regulatory governance ratings are poor proxies for tenant experience, with G1-rated providers ranging from 57% to 91% satisfaction. Governance ratings explain only 6% of the variance in tenant satisfaction, indicating that regulatory compliance does not guarantee positive tenant outcomes.

For a deep dive into the data and how it can be used to inform decisions, download our report, and reach out to us to discuss the findings.