Tenant Satisfaction Measures (TSMs)

In 2024, the Government introduced requirements that mean housing associations are now expected to collect and report on a number of operational measures which allows comparison of performance between social housing providers that are regulated. These are called Tenant Satisfaction Measures (TSMs).

These were developed by the Regulator Of Social Housing, following consultation with residents and housing associations. The TSMs provide annual performance information on the following areas:

Keeping Properties in Good Repair
Maintaining Building Safety
Effective Handling of Complaints
Respectful and Helpful Engagement
Responsible Neighbourhood Management

There are two types of measure – ‘operational’ data, which focuses mainly on safety and compliance; and ‘perception’ data, which comes directly from surveying our customers.

The TSMs perception survey was carried out on our behalf by a specialist independent agency.

We have used the regulator’s methodology to collect the operational data. Our board approved our interpretation of the methodology.

The TSMs have provided Curo with useful data and feedback from our customers on these core areas. In addition to tracking our performance every three months, we’re undertaking an in-depth analysis of what customers told us in 2024-25, so we can identify the most important areas for us to focus on. These conclusions will be developed into an action plan for improvement.

You can also find our target timescales for repairs here.