Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSMs) are indicators of landlord performance set by the Regulator of Social Housing (RSH), to help understand how well housing providers are meeting the needs of their tenants.
On this page you will find:
Summary of TSM performance 2025/26
Overall, two thirds of our tenants in social, affordable and other low-cost rented homes said they were satisfied with the service Clarion provides (66%), slightly more than last year (64%). Improvements of around 3 to 5%, are also seen for how satisfied tenants are that their home is safe, that we listen to their views and act upon them, and that we make a positive contribution to the neighbourhood.
While fewer than half of our shared owners said they were satisfied with the service provided by Clarion this year (43%), this represents a slight improvement on last year’s result (40%). For shared owners we have also seen improvements in how satisfied they are that we make a positive contribution to their neighbourhood.
Our management data regarding safety checks have all improved when compared to last year, as have our complaints handling times.
What the TSMs cover
TSMs are part of the consumer standards, introduced in 2024, to help make landlords' performance more visible to tenants, and to hold their landlords accountable.
The TSM standard requires landlords to collect, process, and publish necessary information consistently. This means the regulator can compare each landlords’ performance effectively.
- Property repairs
- Building safety
- Complaints handling
- Tenant engagement
- Neighbourhood management
The TSMs cover five key areas:
For more information and the full list of TSMs, please visit the Regulator of Social Housing website.
How do we gather data?
For the TSMs, we gather data through a combination of two methods:
- Perception surveys: collected directly from a random sample of tenants, these give insights into their experiences and opinions.
- Management data: gathered from our landlord records, these give clear data on property management and safety.
We also add follow-up questions on repairs, complaints, and anti-social behaviour to get a better understanding of your opinions.
In addition to the TSMs we run a wide range of surveys, which gather your views on all kinds of services we provide. Some surveys check how well we handled the specific services you have requested, like repairs, contact centre calls, or shared ownership purchases. They are done shortly after the event, usually within weeks, to provide quick feedback.
We also run our annual survey ‘The Clarion Index’, which helps us to understand your lives better. We want to hear about your experiences and how you feel about your community.
When and where we publish our results
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 publish our TSM scores in the ‘Residents' Annual Report’ which will be published in the Autumn.
Download the last three years of TSM results (PDF)
- If you require these results in an alternative format, please complete the form at the bottom of this page.
Our TSM performance April 2025 - March 2026
Tenant satisfaction improved slightly year-on-year, with 66% of residents in social, affordable and other low-cost rented homes satisfied with Clarion’s service (up from 64%). Satisfaction among shared owners also increased but remained lower overall, at 43% (up from 40%).
Tenants
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Our approach to the TSM survey
We worked with independent research agency Kwest to gather residents' opinions on Clarion's services and homes. They conducted the survey between September 2025 and March 2026.
We received 3,569 responses (2,524 from tenants and 1,045 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: low-cost renters and shared owners. We combined the figures provided when relevant.
For more details, see:
How does Clarion compare to other Housing Associations and Local Councils?
Each year the Regulator of Social Housing will publish a report looking at the TSM results of all large registered landlords (Housing Associations and Local Councils) with 1,000 or more homes.
The latest report was published in November 2025 and can be found on their website: Tenant Satisfaction Measures 2024/25 - GOV.UK
The full data release for all Councils and Housing Associations covering all years of the Tenant Satisfaction Measures are available here: Tenant Satisfaction Measures - GOV.UK.
The RSH also surveyed more than 3,500 social housing tenants and shared owners for the National Tenant Survey (NTS) report, which 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, gender, disability, landlord size and whether they live inside or outside London. 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.
