Understanding Tenant Satisfaction Measures – and how to turn them into insight
Written by Vision One Research
If you work in social housing, you’ll know how much the world has shifted in the past few years. The introduction of Tenant Satisfaction Measures (TSMs) by the Regulator of Social Housing (RSH) is one of the biggest changes yet — designed to make sure tenants’ voices are genuinely heard, and that landlords can be held to account for the services they provide.
But while the new framework might sound like another layer of regulation, it’s also an incredible opportunity. Done well, TSMs can help you understand what really matters to tenants, show where you’re doing well, and highlight where you can improve. In other words, they can become a tool for building stronger relationships, not just ticking boxes.