TSM Report 2025/26
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 2025/26.
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 2025/26.
This survey shows that almost all tenants surveyed are satisfied with the overall service provided by Westfield (97%). All other measures have satisfaction levels above 90%, aside from handling of complaints which scored only 57%. However only seven respondents had put in a complaint so the figure is based on a low return rate.
The handling of complaints tends to be the lowest-performing metric for Social Housing Providers, and Westfield compares well against others (see benchmarking, Pages 34 and 35). It should also be noted that only seven tenants said they had made a complaint and responded to this question.
