Learning from our tenants
Teachers’ Housing Association is committed to learning from our tenants and as part of this, we regularly ask for your views.
The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in 2023 and are part of the Consumer Standards which help assess how well landlords are doing in providing good quality homes and services.
The TSMs cover Tenant Perceptions of the services we provide, which are captured through surveys completed every two years through our partners Acuity, and Management Information we hold on our systems based on our operational activity, which we report on an annual basis.
These measures are designed to drive up standards and improve the quality of social housing. They enable better transparency of landlords on how we are doing and help make housing providers more accountable for the services we deliver.
Our latest results from our Management Information:
What the results told us
The results show we’re continuing to do well at keeping our buildings and residents safe, and we’re making good progress on repairs. We’ve also made great progress on the speed of dealing with complaints. These results are important to us, and we review them every month with our management team and report regularly to our Board.
Tenant Satisfaction Measures – Perception measures
| Ref no | TSMs collected from tenant perception surveys | 2024/2025 | 2025/2026 |
| TP01 | Overall satisfaction | 74% | 63% |
| TP02 | Satisfaction with repairs | 80% | 56% |
| TP03 | Satisfaction with time taken to complete most recent repairs | 78% | 63% |
| TP04 | Satisfaction that home is well maintained | 80% | 64% |
| TP05 | Satisfaction that the home is safe | 79% | 73% |
| TP06 | Satisfaction with the time taken to complete most recent repairs | 53% | 50% |
| TP07 | Satisfaction that the landlord keeps tenants informed about things that matter to them | 64% | 57% |
| TP08 | Agreement that the landlord treats tenants fairly and with respect | 68% | 66% |
| TP09 | Satisfaction with the landlord’s approach to handling complaints | 33% | 28% |
| TP10 | Satisfaction that the landlord keeps communal areas clean and well maintained | 77% | 67% |
| TP11 | Satisfaction that the landlord makes a positive contribution to neighbourhoods | 57% | 48% |
| TP12 | Satisfaction with the landlord’s approach to handling anti-social behaviour | 51% | 38% |
A summary of our approach can be found here:
What We’ve Been Doing To Improve Things
It’s been an incredibly busy year. We’ve met many of our tenants during our tenant meetings and site visits, where we talked about our plans to modernise and improve our services. We’ve published our new Corporate Plan this year, which sets out our priorities for the next few years and will address some of the areas we need to improve.
Any questions? Get in touch, and we’ll be pleased to answer them.