Factors affecting TSM scores and how to address them

Tenant Satisfaction Measures (TSMs) are now at the heart of assessing performance in social housing with 2024 marking the first year social housing providers have had to share their data publicly.

As indicators of tenant satisfaction, TSMs offer a valuable, quantifiable measure of the tenant experience, from repairs and maintenance to communication and complaint handling. 

With increasing emphasis on tenant experience from the Regulator of Social Housing (RSH), social housing providers must provide a consistent and positive experience. Getting this right at the initial point of contact can greatly influence tenant satisfaction and the ongoing relationship they have with that tenant, shaping TSM scores, reducing complaints, and building trust. 

What are TSM scores?

Tenant Satisfaction Measures (TSMs) are a suite of performance metrics established by the RSH in partnership with the National Housing Federation (NHF). 

These measures, which are crucial for compliance, are designed to assess key areas of tenant interaction, such as repairs, safety, customer service, and responsiveness to complaints. 

TSMs gauge how effectively housing providers meet tenant needs and uphold housing standards. The scores are based on tenant feedback, making them a direct reflection of the tenant experience and an essential benchmark in social housing.

Why are TSM scores important?

Raising housing standards

TSM scores play a central role in maintaining regulatory compliance, especially given the RSH’s commitment to raising housing standards. These measures are vital for helping housing providers track, report, and improve their performance in critical areas. 

Fiona MacGregor, Chief Executive of RSH, said:

“Social landlords must keep tenants safe in their homes, listen to what they say and put things right when needed. We are introducing new standards to drive improvements in social housing, and we will actively inspect landlords to check they are meeting them.”

High TSM scores can enhance a provider’s reputation and reduce regulatory risk, while consistently low scores may lead to heightened scrutiny, interventions, and potential sanctions. 

Beyond the RSH, maintaining strong TSM scores aligns providers with best practices, ensuring they not only meet minimum standards but also proactively improve the tenant experience.

Increasing tenant satisfaction

TSM scores are intrinsically linked to tenant satisfaction. When scores are high, it signals that a provider is responsive, transparent, and attuned to tenant needs. 

Conversely, low TSM scores often correspond to high complaint volumes, impacting both trust and reputation. 

In cases of persistent issues, tenants have the right to escalate complaints to the Housing Ombudsman, whose role is to ensure that providers handle grievances fairly. The Ombudsman’s involvement can place providers under additional scrutiny, highlighting the importance of strong TSM scores in fostering a positive tenant-provider relationship. 

Data underscores this link: social housing providers with low TSM scores often face higher volumes of formal complaints and escalations to the Ombudsman, adding both financial and reputational costs.

Most common low-scoring TSM areas

We have reviewed published data from over 25 councils and housing associations and have identified the areas where scores seemed consistently low. 

Repairs and maintenance responsiveness

Delays in responding to repair requests, coupled with inflexible scheduling and high no-show rates, often lead to low satisfaction. Missed appointments cost providers an average of £112.52 outside London, and up to £150 within London—a significant financial burden that reinforces the need for reliable, tenant-centric repair processes​. 

We have suggested several solutions to the common issues associated with scheduling missed repairs appointments in our blog here. 

Quality of communication

Transparent, timely communication is essential for tenant satisfaction, especially during the repair process. When tenants lack regular updates on repair timelines or status, they may feel neglected or undervalued, leading to increased complaints. Providing real-time tracking and status updates, as demonstrated in the private sector by courier services, can greatly reduce these issues.

Complaint handling and transparency

Clear and accessible complaint channels are essential for managing grievances. When tenants experience delays in complaint responses or feel their issues aren’t taken seriously, their satisfaction—and TSM scores—are directly impacted.

Key factors affecting TSM scores in repairs

Time and time again we’ve highlighted the key factors that negatively impact these scores. Earlier this year we published our 2024 Insights Report which includes strategies other social housing providers use to address these issues which we see as the biggest culprits when it comes to complaints and low scores.

Here are the big four:

1. Difficulty reporting repairs: Limited channels, slow response times, or confusing reporting processes can frustrate tenants and hinder quick resolution.
2. Missed repair appointments: Frequent missed appointments or delays are a significant cause of dissatisfaction, impacting tenants’ confidence in their provider’s reliability.
3. Lack of communication and transparency: tenants expect timely updates on repairs and appointments; without these, frustration grows, and complaint volumes increase.
4. Inflexible appointment scheduling: Restrictive scheduling options that don’t consider tenants’ varied availability often result in missed appointments and low satisfaction.

These issues are prevalent across the social housing sector, and resolving them can significantly improve both TSM scores and the overall tenant experience. We believe that we have created solutions to these challenges through our suite of specialist social housing products. 

These products came from a need to improve the tenant experience and true to that commitment, we test every aspect of our product with tenants from across the country to make sure everything is tenant-approved

How to improve your TSM scores

Improving TSM scores and reducing complaints requires a tenant-first approach focused on convenience, transparency, and accessibility. Below are practical strategies for enhancing the first point of contact with tenants, leveraging technology and proactive communication to build trust and satisfaction:

1. Streamlined repair reporting

Implementing an accessible, user-friendly reporting platform can make a significant difference. Offering an online app where tenants can report issues, upload photos, and track the status of repairs empowers tenants while providing them with a sense of control over their living environment. 

A streamlined repair reporting process not only accelerates issue resolution but also enhances transparency, as tenants can check on the status of their request without needing to contact the housing provider directly. 

Automated notifications for appointments and completed repairs further ensure tenants remain informed at every stage.

2. Flexible appointment scheduling

Flexible scheduling options are critical for reducing missed appointments and ensuring repairs are completed promptly. 

By allowing tenants to choose appointment times that suit their availability, providers can reduce no-shows and enhance satisfaction. 

This approach has seen success in other sectors, such as healthcare, where self-scheduling and automated reminders have reduced missed appointments to as low as 2%​. 

When tenants have control over their schedules, they’re more likely to be present and prepared for appointments, leading to higher attendance and fewer missed opportunities to resolve repair issues.

3. Improved communication

Transparent, consistent communication throughout the repair process builds trust and prevents many issues from escalating. 

Providers can implement two-way communication tools that allow tenants to engage directly with housing teams, receive real-time updates, and ask questions as needed. 

This level of engagement reassures tenants that their concerns are valued, while also reducing strain on contact centres, as tenants can access information proactively. 

Clear communication—particularly through multiple channels, such as SMS, email, and tenant portals—ensures that all tenants, regardless of their preferred contact method, feel informed and involved.

4. Customisable tenant preferences

Recognising and accommodating tenants’ individual preferences can greatly enhance satisfaction.

Providing options for tenants to select their preferred communication method—whether SMS, email, or phone—and language creates a more inclusive experience. 

This flexibility, coupled with clear, user-friendly interfaces, empowers tenants to engage with housing services on their terms, further reinforcing positive first impressions and trust in their provider.

5. Feedback loops for continuous improvement

Finally, implementing feedback loops enables providers to gather tenant insights and continuously refine their services. 

Following a repair or service interaction, inviting tenants to provide feedback allows providers to identify and address recurring issues or pain points. 

This proactive approach demonstrates a commitment to improving the tenant experience and can uncover valuable insights for further enhancing TSM scores and service delivery.

Conclusion

By investing in transparent, flexible, and tenant-friendly processes, housing providers can not only comply with regulatory standards but also foster a more positive, supportive relationship with tenants. 

High TSM scores reflect a provider’s commitment to tenant well-being, contributing to retention, a positive reputation, and overall success in social housing.

If you’re ready to enhance tenant satisfaction and elevate your TSM scores, consider exploring how Made Tech’s specialist social housing product suite can streamline these processes and provide a tenant-centric experience. 

We’re always happy to provide a demo to show you how our products simplify housing repair reporting, scheduling, and communication, allowing your team to exceed TSM benchmarks and strengthen tenant relationships.

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