Consultation outcome
Annex 5 - Draft TSMs in the Social Housing White Paper (accessible version)
Updated 18 September 2025
Applies to England
© Crown copyright 2025
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/consultations/consultation-on-the-introduction-of-tenant-satisfaction-measures/annex-5-draft-tsm-in-the-social-housing-white-paper-accessible-version
| Theme | Draft Tenant Satisfaction Measures |
|---|---|
| Keeping properties in good repair | Decent Homes Standard compliance |
| Responsive repairs completed right first time | |
| Tenant satisfaction with landlord’s repairs and maintenance service | |
| Maintaining building safety | Compliance with health and safety obligations: - Gas safety - Electrical safety - Fire safety - Asbestos - Water safety - Lift safety |
| Tenant satisfaction with the health and safety of their home | |
| Effective handling of complaints | Number of complaints relative to the size of the landlord |
| Percentage of complaints resolved within agreed timescale | |
| Tenant satisfaction with landlord’s complaints handling | |
| Respectful and helpful engagement | Number of complaints relating to fairness and/or respect, relative to the size of the landlord |
| Tenant satisfaction that their landlord listens to their views and takes notice of them | |
| Tenant satisfaction with landlord’s engagement with tenants | |
| Responsible neighbourhood management | Percentage of communal areas meeting the required standard |
| Number of complaints relating to communal areas, relative to the size of the landlord | |
| Tenant satisfaction with landlord actions to keep communal areas clean and safe | |
| Tenant satisfaction with landlord contribution to the neighbourhood associated with their home | |
| Number of complaints relating to anti-social behaviour, relative to the size of the landlord | |
| Tenant satisfaction with landlord’s handling of anti-social behaviour | |
| Overall | Tenant overall satisfaction with the service their landlord provides |