What are Tenant Satisfaction Measures?
Tenant Satisfaction Measures (TSMs) are standards set by the Regulator of Social Housing (RSH), and they aim to understand how well housing providers are meeting the needs of their tenants.
These measures are part of a new system designed to help make landlords' performance more visible to tenants. The first year for collection was April 2023 – April 2024. The measures also help Elim to monitor how well we’re doing at providing quality homes and services, and to understand how we can make improvements.
The TSM standard requires landlords to collect, process, and publish necessary information consistently. This means the regulator can compare each landlords’ performance effectively.
The measures focus on:
You can find more information on the Tenant Satisfaction Measures on the Regulator of Social Housing website. The full set of questions can be read here.
How do we collect our Tenant Satisfaction Measures data?
There are 22 Tenant Satisfaction Measures, and we gather the information we need through a combination of two separate methods.
Responses collected from Elim customers are from a range of tenures. This includes tenants in social rented homes, shared owners, and shorter term residents living in our supported homelessness services.
You will find a more detailed summary of our approach to the Tenants Satisfaction perception measures here. We are required to publish this summary alongside our results.
How will we share our Tenant Satisfaction Measures results?
We want to make sure our results are easily available to all our customers. Our TSM results will be published annually on this page so that you can see how we are performing.
You will find the results of the 2024 – 2025 Tenant Satisfaction Measures using the tabs to the right-hand side of this page. These results were reviewed and discussed by Elim’s Board in September 2025.
Customer perception results
We are pleased to report that overall satisfaction in 2024/2025 is the highest it has been since 2020/21.
Overall satisfaction with the service provided by Elim Housing has increased by 4percentage points since the prior year and now sits at 74%.
In comparison to the Tenant Satisfaction Metric results for Landlords with over 1000 homes which were published by the Regulator of Social Housing, Elim Housing compares very well against this group, with all measures above the group medians, including overall satisfaction. When compared with the results from other small landlords (under 1,000 properties), Elim Housing is mainly in the median range, with seven measures in the second quartile.
These include:
Alongside the quantitative information, we will continue to review all of the customer comments and other feedback we receive to understand how we can continue to improve over the year ahead.
Landlord data: property management
Most of these metrics are connected with the way in which we maintain our properties and carry out the essential safety testing that is required. Our compliance results are in line with the sector, but there are two areas where our performance is below the sector median.
These areas are the number of Elim homes that do not meet the Decent Homes standard, and the number of repairs that we completed within target timeframe. We are reviewing both of these areas with our Board and our contractors so that we fully understand the reason for this underperformance and the action we can take to make improvements.
Overall satisfaction:
Keeping properties in good repair:
Maintaining building safety:
Respectful and helpful engagement:
Responsible neighbourhood management:
Keeping properties in good repair:
Maintaining building safety:
Effective handling of complaints:
Responsible neighbourhood management:
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