Tenant Satisfaction Measures

We believe in transparency and accountability. Our TSM results will be published annually on this page, allowing you to see our performance and the steps we are taking to improve. 

We also plan to publish our TSM scores in this year’s ‘Residents' annual report’ which will be published in the Autumn. Check out our latest performance below.

In addition to the TSMs, we will continue to publish our performance regularly through a number of ongoing initiatives and reports:

• Clarion commitments
• Resident Impact Assessment
• Resident Annual Report
• You Said, We have

We worked with independent research agency Kwest to gather residents' opinions on Clarion's services and homes. They conducted the survey between September 2024 and March 2025.

We received 3,613 responses (2,566 from social renters and 1,047 from shared owners), and all were included in the results.

Most surveys (85%) were done over the phone, with 15% completed online. A small number were completed on paper by residents in supported accommodation.

To avoid excluding any groups, we used multiple channels. We set quotas based on region, tenancy, gender, and age to fairly represent the community, so no response weighting was needed.

Results were split into two groups: social renters and shared owners. We combined the figures provided when relevant.

For more details, see:

• A summary of our approach (PDF)
• The questions we asked (PDF)

In November 2024 the Regulator of Social Housing published a report analysing the 2023/24 Tenant Satisfaction Measures (TSM) results for all large registered landlords (Housing Associations and Local Councils) with 1,000 or more homes.

The RSH also published their own National Tenant Survey (NTS) report which was conducted with more than 3,500 social housing tenants and shared owners. This acts as a robust independent benchmark for the sector’s TSM scores. It also explores the impact that different resident characteristics have on their views of their landlord.

Overall satisfaction with a landlord is affected by a resident’s age their landlord size, their sex, whether they live inside or outside of London, or whether they have a disability. However, the RSH found no evidence to suggest that other characteristics examined – such as neighbourhood deprivation, ethnicity, or property age – have any significant influence on overall satisfaction.

From these two pieces of evidence the RSH suggest that the way that landlords deliver their services is a more important driver of overall satisfaction than tenant or property characteristics.