Tenant Satisfaction Measures (TSMs)
What are Tenant Satisfaction Measures?
Tenant Satisfaction Measures (TSMs) are a set of national standards introduced by the Regulator of Social Housing in 2023. They are designed to assess how well social landlords - like Guildford Borough Council - are performing in key service areas such as repairs, building safety, communication, and complaint handling.
The measures include:
- Perception measures - based on what tenants say in surveys
- Performance measures - based on our service data, like how quickly we carry out repairs
The goal is to ensure tenants live in safe, good-quality homes and are treated fairly and with respect.
Why are TSMs important?
TSMs give us - and you - a clear view of how we're doing. They help us:
- Understand where we need to improve
- Track performance over time
- Compare ourselves to other landlords
- Deliver more responsive services
You can read more about how we're responding to your feedback in the Annual Report to Tenants 2024-25 (PDF, 5 MB), which sets out our performance, improvement actions, and future priorities.
Our 2024-25 Results
In 2024, we asked Acuity Research & Practice, an independent social housing research company, to carry out the Tenant Satisfaction Measures survey on our behalf.
The survey ran from 21 June to 19 July 2024 and involved a random sample of Guildford Borough Council tenants.
Key headlines:
- 61% of tenants said they were satisfied overall
- Areas for improvement included repairs, complaint handling, and communication
- This feedback directly shaped our Housing Improvement Plan for 2024-25
Reports and Documents
- Tenant Satisfaction Measures 2024-25 (PDF, 268 KB) Our official results summary, including tenant feedback and performance data.
- View the Approach to TSMs (PDF, 357 KB) Details on how the survey was carried out and how results were verified.
- TSM Questionnaire (PDF, 49 KB) See the full list of questions asked during the 2024 survey.
Looking ahead: 2025-26 Tenant Satisfaction Survey
Our 2025-26 Tenant Satisfaction Measures survey will again be carried out by Acuity Research, an independent research company that specialises in the housing sector.
Who are Acuity Research?
Acuity has been working with housing providers since 1998 to help measure and improve tenant satisfaction. They carry out surveys, benchmarking, and data analysis for councils and housing associations across the UK.
Who will be contacted?
Acuity will contact a random sample of Guildford Borough Council tenants by phone, email or SMS text. The survey takes no more than 10 minutes to complete.
If you're contacted, the caller will:
- Phone from 01483 928083
- Introduce themselves as from Acuity Research
- Say they are working on behalf of Guildford Borough Council
Questions or concerns?
If you have any questions about the survey:
- Contact Guildford Borough Council Customer Services on 01483 505050
- Or contact Heather Metivier at Acuity on 01273 287114 or email acuity@arap.co.uk
We appreciate your time and honesty - your feedback helps us deliver better services for everyone.