The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to measure how well landlords are meeting the needs of their tenants and leaseholders.
The measures are designed to help us understand our areas of strength and weakness so that we may be held to account by our customers and improve our service delivery.
TSMs cover five key areas:
- Property repairs
- Building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Overall, there are 22 measures, 12 of these come directly from customer surveys, whilst 10 come from management information data.
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Our approach
Thrive has reported against the draft Tenant Satisfaction Measures (TSMs) since Q4 2021/22 –ahead of them becoming a regulatory requirement in April 2023, which means that we are now benefitting from three years of comparable data.
Throughout the year our independent market research agency interviews around 100 customers a month, enabling us to gather real-time insights into customer experience. By using this data alongside key performance indicators we can identify customer priorities and guide how we allocate our budget to create service improvements that are of the greatest value to our customers.
In 2024/25, we gathered a total of 1,447 survey responses, which is broken down into two groups:
- Low cost rented accommodation (LCRA)
- Low cost homeowners (LCHO).
Find out more about how we collect and analyse our data here.
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What the results are telling us
We have continued to see improvements how satisfied customers are with our services, as we ended the year with Customer Satisfaction (combined) rising to 71.9% up from 69.7% the previous year and above the UK Customer Satisfaction Index (CSI) public sector.
2023/24 2024/25 Low cost rented accommodation (LCRA) 73.0% 74.8% Low cost homeowners (LCHO) 49.5% 52.8% It’s great to we’re moving in the right direction and we continue to look for ways to improve.
Acting on customer feedback, this year we have:
- Improved our reporting and monitoring of actions for customers to ensure timely completions.
- Centralised our complaints team to ensure consistency in the way complaints are handled.
- Completed a procurement exercise for new cleaning and grounds maintenance contractors, with new contracts going live on 1 April 2025.
Key learnings from this year’s results
- Overall satisfaction has improved for both renters (+1.8%) and shared owners (+2.1%)
- Low cost rented accommodation saw improvements across 11 out of 12 measures, with the only decline related to ‘clean and well-maintained communal areas’ (TP10) due to the underperformance of our cleaning and grounds maintenance contracts.
- Whilst overall satisfaction for low cost homeowners has improved, there was a decrease in all other areas compared to the previous year. Despite this, results remained within the Regulator’s median ranges (when compared against 2023/24 results). A key focus for next year is to delve deeper into this data and better understand how we can improve.
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Our main areas of focus for 2025/26
- Repairs: we are continuing to progress with our Repairs Recovery Plan, with a focus on improving the time it takes to complete a repair including follow on work, and how we communicate about appointments.
- Cleaning and grounds maintenance services: we will monitor and assess the performance of our new contracts on a regular basis inviting customers to get involved as block representatives.
- Do what we say we will: by continuing to improve on how we report, complete and monitor actions for customers in a timely manner.
- Gain a better understanding of our shared owners and leaseholders: based on their feedback, we will be undertaking a Thrive Customer Voice activity in Q1 2025/26 so that we can improve our services for this customer group by focusing on what matters to them most.
