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Tenant Satisfaction Measures (TSM)

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We value your opinions and want to know where we’re doing well as your landlord, and where we can do better.

To help us do that, The Regulator of Social Housing has created a set of measures to look at how we, and all social housing providers in England, are performing. These are called Tenant Satisfaction Measures (TSMs).

A key part of the TSMs is for us to survey our customers about how you think we’re doing at completing repairs, keeping homes safe, and engaging with you.

About the survey

  • What do the tenant satisfaction measures cover?

    There are 22 tenant satisfaction measures, covering five themes:

    • 10 of these will be measured by us (the landlord) directly, and
    • 12 will be measured by us carrying out a satisfaction survey with our customers, including shared owners. All landlords must ask the same 12 questions.

    We're required to report on these measures for both rental and shared owner customers.

    The measures look at five key areas of our homes and services:

    • Keeping properties in good repair
    • Maintaining building safety
    • Effective complaints handling
    • Respectful and helpful customer engagement
    • Responsible neighbourhood management
  • Who, how and when?

    When?

    • The survey will take place every two years.
    • The last survey was done in September 2023.
    • The next survey will be sent out in September 2025.

    Who will be surveyed?

    • We’ll send the survey to all customers, who live in a home owned by NRHA – either renting or as a shared owner.
    • If you live in a home that we manage on behalf of another provider (such as emh), they may contact you to do the survey (please see the section below for more information on this).

    What's involved?

    • It will take approximately 6 minutes to complete.
    • Your responses will be anonymous.

    How?

    If we have your email address:

    • we'll email you a link to an online survey.

    If we don’t have an email address for you:

    • we'll post you a printed copy to complete and post back.

    We may also call some customers to ensure we get a representative number of responses.

    Your responses will be anonymous

    As your responses will be anonymous, we can't respond to you about any comments you make in the survey. If you do have any queries or would like to raise any issues, please get in touch with our Customer Care Team on 0300 1234 009 or at enquiries@midlandsrural.org.uk

  • Homes owned by emh or another landlord (managed by us)

    If your home is owned by another organisation:

    If we manage your home, but it's owned by another provider, such as emh - then the owning organisation may survey you.  If you're not sure, please take a look who your tenancy agreement is with.

  • Why is it important to complete the survey?

    We value your opinions and want to know where we’re doing well, and where we can do better.

    Please take this opportunity to have your say.

    • It gives you the chance to feed back on the service you receive from us.
    • We use your feedback to make real changes to our service and to your experience living in our homes.
    • The more responses we get, the better we can understand where we may need to improve. It doesn’t matter if you’ve only recently moved into your home or if you don’t use all of our services.

    The TSMs require all social landlords to report in the same way, making it easier for social housing customers to understand how landlords are performing against the key services that matter most.

  • Find out more

    You can find out more about the Tenant Satisfaction Measures on the gov.uk website:

    Tenant Satisfaction Measures

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