You may soon receive a phone call from a third-party agency carrying out a TSM survey — and that’s completely normal! Here’s what the TSMs are, why we ask you to take part, and why it’s not a scam.
What are TSMs?
TSMs are a set of 22 standard measures designed to assess how well social-housing landlords are performing. They were introduced across England from April 2023 by the Regulator of Social Housing (RSH).
These 22 measures cover five key areas:
Keeping homes in good repair
Maintaining building safety
Respectful and helpful tenant engagement
Effective handling of complaints
Responsible neighbourhood management (including communal areas and anti-social behaviour)
What happens when you get a call
For 12 of those measures (called the “tenant perception measures”), landlords use resident feedback gathered through a survey. These surveys are often done via phone by an independent third-party — so when you get a call, it’s really for this research.
The remaining 10 measures are based on management data held by your landlord — such as how many repairs were completed on time, building-safety checks carried out, complaints handled within the required timeframe, etc.
Why we do this — and why it matters
The main purpose of TSMs is transparency: they give you — our tenants — a way to see how well we’re doing, and allow you to hold us to account.
The results help us understand what’s working well and where we need to improve: maybe it’s repairs, communication, safety checks, or neighbourhood services. The feedback you give can shape positive change.
TSMs also feed into broader oversight: the Regulator uses this information to help ensure social landlords meet the required standards.
If you receive a TSM survey call — it’s legit
Because the survey is carried out by an external, independent agency (not by us directly), you might not immediately recognise the caller. That’s normal — it doesn’t mean it’s a scam.
The survey will ask standard, regulated questions. It doesn’t involve money, banking info or anything personal beyond the usual feedback questions.
Your honest answers are really valuable. Whether you have concerns or feel things are going well — we want to hear it.
We appreciate you taking the time if you do get contacted — your feedback plays a direct role in helping us improve our services and making sure our homes and communities are safe, well maintained and treated with care.
If you have any questions about the TSM process or want more reassurance, please don’t hesitate to get in touch.
