TSM report 2024/25
The Regulator of Social Housing requires all registered providers to generate and report Tenant Satisfaction Measures as part of the new Customer Standards framework. All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing to provide good quality homes and services.
Have a look on our here to read our TSM report 2024/25
The measures are aimed at helping improve standards for people living in social housing by: • Providing visibility, letting tenants see how well their landlord is doing. And enabling tenants to hold their landlords to account • Giving the Regulator insight into which landlords might need to improve things for their tenants The TSMs are designed to see how well landlords are keeping properties in good repair, maintaining building safety, engaging respectfully and helpfully, effectively handling complaints, and managing the neighbourhood responsibly. Here are our TSM results for 2024/25 This survey shows that almost all tenants surveyed are satisfied with the overall service provided by Westfield (98%). All other measures have satisfaction levels above 90%, aside from the communal areas being kept clean and well maintained (89%) and the approach to handling anti-social behaviour (59%). The handling of ASB, does tend to be one of the lowest-performing metrics for Social Housing Providers (see benchmarking, pages 34 and 35). In addition, no tenants are dissatisfied with this measure, with the remaining tenants neither satisfied nor dissatisfied. The ratings are generally very high, and as will be shown throughout this report, have mostly increased slightly compared with last years survey.
