Tenant Satisfaction Measures: Our performance results

We have published our Tenant Satisfaction Measures annual performance on our website. Here we share an overview of the results.

See our full results

Introduced by the Regulator of Social Housing (RSH), the Tenant Satisfaction Measures (TSMs) are a standardised way to check how well social housing landlords meet resident needs. 

TSMs cover important areas like property repairs, building safety, complaints handling, resident engagement, and neighbourhood management.

They help residents see how their landlords are performing and hold them accountable. In addition to helping us improve how we deliver our services to you, TSMs also serve to improve services across the wider housing sector.

TSM perception survey

The perception survey is based on what over 2,500 randomly selected residents* thought about the service they received, and how they feel we are doing. Here we share some key findings and how these compare to the previous year.

• We are pleased to see improvements in overall resident satisfaction, from 61% to 64%.
• Satisfaction with complaint handling also increased from 20% to 25%. While this is a positive trend, we know we have a way to go to improve our complaint response times if things go wrong.
• Slight improvements of around 2 or 3%, are also seen for how well we are keeping residents informed and treating residents fairly and with respect.
• How Clarion is handling antisocial behaviour incidents and keeping communal areas clean and well maintained have dropped by a few points. Both of these will be watched carefully.

Our commitment and next steps

We are committed to increasing tenant satisfaction and continuous improvement. We welcome the TSMs and are already working to improve the services that are most important to you.

Through a major transformation programme, Connect, we are looking into more efficient ways to better serve our communities.

For more information and updates, please visit myclarionhousing.com/TSM.

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*these figures are based on social tenants, data for shared owners can be found on our dedicated TSM page.