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​Transparency, Influence and Accountability (including Tenant Satisfaction Measures)

Standards, requirements and guidance for social landlords in England on transparency, influence and accountability, including Tenant Satisfaction Measures (TSMs).

Updates to this page

From:
Regulator of Social Housing
Published:
2 April 2024
Last updated:
1 October 2026
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  1. Updated to reflect the revised Transparency, Influence and Accountability Standard, new Competence and Conduct Standard and revised Consumer Standards Code of Practice which came into effect from 1st October 2026.

  2. Updated to include "Tenant Satisfaction Measures - Summary of publication requirements"

  3. First published.

This standard incorporates the published requirements on TSMs that came into force from April 2023 under the TSM Standard. The Transparency, Influence and Accountability Standard replaces the TSM Standard.

Standard

Outcomes landlords must deliver about being open with tenants and treating them with fairness and respect so that tenants can access services, raise complaints, influence decision making and hold their landlord to account.

Requirements

The Direction to Registered Providers on Tenant Satisfaction Measures requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures.  We call these measures the Tenant Satisfaction Measures (TSMs).  The TSMs provide tenants with greater transparency about their landlord’s performance.  The information must meet the requirements set out in the Direction on Tenant Satisfaction Measures.

Guidance

Guidance documents related to the outcomes in the Transparency, Influence and Accountability Standard.

Contents

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