Tenant Satisfaction Measures
The Regulator of Social Housing created Tenant Satisfaction Measures (TSMs) to help track how well social landlords like Stoke-on-Trent City Council are doing in important areas. These measures let our tenants see how we’re performing and will enable you to hold us accountable for our performance. The Regulator publishes the data they receive from social landlords each year, which means that it is possible to compare our performance with others from across the country.
The TSMs look at various areas, including repairs, safety, fairness and respect, handling complaints, listening to tenant feedback, dealing with anti-social behaviour, and how we contribute to the neighbourhood.
There are 22 TSMs, divided into two types:
- 12 Tenant Perception Measures: These are questions we ask you to understand how satisfied you are with our services. For example, ‘how satisfied or dissatisfied are you that your landlord provides a home that is safe?’
- 10 Management Information Measures: These come from data we already hold and report to our management teams, like the number of anti-social behaviour cases relative to the size of our landlord service.
We collect this information every year and report it to the Regulator of Social Housing.