Tenant Satisfaction Measures
What are Tenant Satisfaction Measures?
Tenant Satisfaction Measures (TSMs) are indicators of landlords performance set by the Regulator of Social Housing (RSH), to help understand how well housing providers are meeting the needs of their tenants. These measures are part of a new system designed to help make landlords' performance more visible to tenants. It will also mean they can hold their landlords accountable.
The TSM standard requires landlords to collect, process, and publish necessary information consistently. This means the regulator can compare each landlords’ performance effectively.
Ultimately, the aim is to make sure landlords are providing quality homes and services for everyone.
The key areas covered by the TSMs are:
- Property repairs
- Building safety
- Complaints handling
- Tenant engagement
- Neighbourhood management
For more information and the full list of TSMs, please visit the Regulator of Social Housing website.
Why these measures matter
These measures help us understand how happy you are with different parts of our service and show us where we can improve. They let you see how well we're doing in each area and ensure we maintain high standards.
How do we gather data?
For the TSMs, we gather data through a combination of two methods:
- Perception surveys: Collected directly from a random sample of tenants, these give insights into their experiences and opinions.
- Management data: Gathered from our landlord records, these give clear data on property management and safety.
We are also adding follow-up questions on repairs, complaints, and anti-social behaviour to get a better understanding on your opinions.
In addition to the TSMs we run a wide range of surveys, which gather your views on all kinds of services we provide. Some surveys check how well we handled the specific services you have requested, like repairs, contact centre calls, or shared ownership purchases. They are done shortly after the event, usually within weeks, to provide quick feedback.
We also run our annual survey ‘The Clarion Index’, which helps us to understand your lives better. We want to hear about your experiences and how you feel about your community.
When and where we publish our results
We believe in transparency and accountability. Our TSM results will be published annually on this page, allowing you to see our performance and the steps we are taking to improve.
We also plan to publish our TSM scores in this year’s ‘Residents' annual report’ which will be published in the Autumn. Check out our latest performance below.
In addition to the TSMs, we will continue to publish our performance regularly through a number of ongoing initiatives and reports:
Our TSM performance March 2023- April 2024
Social rent
1of6
Shared Ownership
1of5
Our approach to the TSM survey
We worked with independent research agency Kwest to gather residents' opinions on Clarion's services and homes. They conducted the survey throughout the year.
We received 3,464 responses (2,448 from renters and 1,016 from shared owners), and all were included in the results.
Most surveys (85%) were done over the phone, with 15% completed online. Some letters were sent to residents who are managed by other agents. This is because we didn't have their contact details.
To avoid excluding any groups, we used multiple channels. We set quotas based on region, tenancy, gender, and age to fairly represent the community, so no response weighting was needed.
Results were split into two groups: social renters and shared owners. We combined the figures provided when relevant.
For more details, see:
How does Clarion’s TSM compare to other Housing Associations and Local Councils
In November 2024 the Regulator of Social Housing published a report analysing the 2023/24 Tenant Satisfaction Measures (TSM) results for all large registered landlords (Housing Associations and Local Councils) with 1,000 or more homes.
The RSH also published their own National Tenant Survey (NTS) report which was conducted with more than 3,500 social housing tenants and shared owners. This acts as a robust independent benchmark for the sector’s TSM scores. It also explores the impact that different resident characteristics have on their views of their landlord.
Overall satisfaction with a landlord is affected by a resident’s age their landlord size, their sex, whether they live inside or outside of London, or whether they have a disability. However, the RSH found no evidence to suggest that other characteristics examined – such as neighbourhood deprivation, ethnicity, or property age – have any significant influence on overall satisfaction.
From these two pieces of evidence the RSH suggest that the way that landlords deliver their services is a more important driver of overall satisfaction than tenant or property characteristics.
Our commitment and next steps
We are committed to tenant satisfaction and continuous improvement. We welcome the TSMs and are already working to improve the services that are most important to you. Through a major transformation programme, we’re also looking into more efficient ways to better serve our communities.
Please continue to check this page for the latest information, along with more information on our planned improvements.