RSH publishes analysis of social landlords' Tenant Satisfaction Measure results
The Regulator of Social Housing (RSH) has published its analysis of large social landlords' Tenant Satisfaction Measure (TSM) results for the second year of mandatory collection. Landlords owning 1,000 homes or more must submit annual TSM results under RSH's Transparency, Influence and Accountability standard. The analysis covers 22 measures comprising 12 tenant perception questions and 10 management information questions relating to repairs, complaints and anti-social behaviour. Nearly half a million tenants were surveyed, with key findings showing 70% satisfaction with overall service in low cost rental accommodation, 36% satisfaction with complaint handling, and 48% satisfaction among shared owners. Management information showed 99.7% compliance with gas safety checks, 98.7% with fire safety checks, and 79% of non-emergency repairs completed within target timescales. RSH is following up with landlords whose results indicate they are outliers and those with data quality concerns, using TSM data alongside inspections and responsive investigations to assess compliance with consumer standards.