Tenant Satisfaction Measures
From 1st April 2023, the Regulator of Social Housing introduced a new set of Tenant Satisfaction Measures (TSM’s), to assess how well social housing landlords are doing at providing good quality homes and services.
The measures are aimed at helping improve standards for people living in social housing, by:
- Providing visibility, letting tenants see how well their landlord is doing and enabling tenants to hold their landlords to account.
- Giving the Regulator insight into which landlords might need to improve things for their tenants.
TSM Results 2024/25
Between 1st April 2024 and 31st March 2025, we carried out 1,200 TSM surveys. You can see how we performed in each of the themes below.
The measures focus on five key themes:
We will continue to collate the TSM data and share it with customers on a regular basis to demonstrate that we are transparent about our performance, and to provide customers with confidence in the services we deliver.
For more information on our performance, read the 2024/25 Q4 Tenant Satisfaction Measure report in full here.
Results from 2023/24 can also be found here
Regulatory Requirements
The Regulator of Social Housing has strict guidelines of how the TSMs should be collected. To see more about how OVH carried out the TSM Surveys, please see our Approach to Collecting TSM Surveys.
The TSM Surveys were carried out by telephone, but an alternative format could be used if requested. For an example of the survey questions, please see our 2024/25 Tenant Satisfaction Survey
OVH need to ensure that the results of the survey represent the views of all its customers across various locations, property types and age ranges to gather a broad understanding of our tenant views. To show how OVH achieved this, please see our Summary of Representativeness report.
In line with the Regulator of Social Housing’s guidelines, where possible OVH collects perception measures in a way that adheres to the Market Research Society (MRS) Code of Conduct. Please see the OVH’s self assessment against the MRS Code of Conduct.
If you would like to become an involved customer and help shape our services, there are many ways in which you can do so, please visit the Get Involved section on our website for more information.
More information about our performance can be found here.