The Tenant Satisfaction Measures (TSMs) are designed to give tenant-members a stronger voice and provide clear, transparent information about how well your co-operative is performing.
Introduced by the Regulator of Social Housing, TSMs help ensure that landlords are accountable for the quality of their homes and services—and that tenant-members can see how their landlord is doing.
For landlords with less than 1,000 units, for example your co-operative, it is a requirement to carry out these surveys every two years, and if MB Housing is asked to do so on behalf of your co-operative, the survey will come from us.
This year we are carrying out surveys on behalf of the following client co-operatives:
- Milldale Housing Co-operative
- Pearman Street Co-operative
- Lewisham Family Co-operative Association
- May Day Permanent Housing Co-operative
You may have received the survey by text, but we will also be following up with phone calls and paper surveys. Please respond to the survey, it is important for the accountability and running of your co-operative. And if you have any queries, do contact us on 020 3924 2810.
What are Tenant Satisfaction Measures?
The TSMs are a set of standards that co-operative social housing landlords must report on every two years. They focus on what matters most to tenants, including:
- overall satisfaction with your co-operative landlord
- repairs and maintenance
- safety of your home
- complaint handling
- communication and engagement
- neighbourhood management
Some of these measures come directly from tenant surveys, while others are based on performance data collected by your landlord, or by MB Housing where applicable.
Your co-operative will report on these measures directly to you every two years, usually at your co-operative’s AGM. Also, where applicable, the report will be available on the MB Housing website on your co-operative’s page.
Why do TSMs matter to you?
TSMs are all about improving your experience as a tenant-member. They:
✔ give you a clear picture of how your co-operative landlord is performing
✔ help you hold your co-operative landlord accountable for its services
✔ highlight areas where improvements are needed
✔ ensure your feedback is heard and acted on
By taking part in surveys and sharing your views, you play a key role in shaping better housing services.
What will you be asked?
If you are selected to take part in a TSM survey, you may be asked questions such as:
- how satisfied are you with your home overall?
- how well does your co-operative landlord handle repairs?
- do you feel your home is safe?
- how well are complaints handled?
- does your co-operative landlord listen to your views and keep you informed?
Your honest feedback helps build an accurate picture of your tenant-member experience.
What happens to the results?
Small co-operative landlords must publish their TSM results every two years to their tenant-members. This means you can:
- see how your co-operative landlord is performing
- compare performance over time
- understand what actions are being taken to improve services
How you can get involved
You can take part by:
- completing tenant satisfaction surveys when invited
- standing for election to the committee to get more involved in the running of your co-operative
- sharing feedback through your co-operative landlord’s engagement activities
- raising issues or concerns when needed
Every response makes a difference.
A stronger voice for tenant-members
Tenant Satisfaction Measures are an important step towards more transparent, responsive housing services. By giving tenant-members a clear voice and holding landlords to account, TSMs help ensure that your homes are safe, well-managed, and meet the needs of the people who live in them.
