Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs) are standards set by the Regulator of Social Housing to evaluate landlord performance in providing quality homes and services.

There are 22 measures, 12 of these measures come directly from customer feedback surveys, the remaining 10 consist of performance information. These measures assess areas important to customers, such as home maintenance, service effectiveness, and overall satisfaction with Square Roots.

As of April 2024, all social housing landlords must publish their TSM performance data annually. Landlords with 1,000 homes or more are required to submit the results to the Regulator of Social Housing, to find out more about how the Regulator uses this data click here

As Square Roots have less than 1,000 homes, we survey our customers at least once every two years and report performance data annually. Our reporting is from January to December, our data is measured over that period, and published in March the following year.