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Guide · Tenant Satisfaction Measures

TSMs from source, not spreadsheets.

Eleven of your TSMs come from your own systems, and the board is responsible for them being calculated accurately. This guide covers where each measure's data comes from, what the new electrical safety measure needs, and how to make every figure traceable before the June return.

Book a callSee the measures by source

By Catalyst BI housing data teamLast reviewed 3rd November 202611 minute read

1,000+homes, and you submit to the RegulatorAll social landlords publish their own results.
BS06new electrical safety measureFirst results based on 31st March 2027.
9landlords with measures excluded in 2024/25Reasons included missing repairs results and data quality.

00The basics

What are TSMs, and who has to report them?

Tenant Satisfaction Measures are the Regulator's standard set of performance measures. All social landlords publish them. Landlords with 1,000 or more homes also submit them to the Regulator each year, for a reporting year running from 1st April to 31st March.

BS06the new electrical safety measure, first reported at 31st March 2027

There were 22 measures: 12 tenant perception measures from a survey and 10 management information measures from your own systems (Regulator of Social Housing). From the 2026/27 reporting year, BS06 electrical safety checks joins them, with first results based on 31st March 2027 (Regulator of Social Housing).

The most recent return, for 2025/26 data, was due on 30th June 2026 (Regulator of Social Housing). The 2026/27 data, the first year with BS06, is expected to follow the same pattern in 2027. Check the Regulator's next data requirements letter for the confirmed date.

Since 1st October 2026, landlords must publish their results in a way that is ‘timely, clear and easily accessed by tenants’ (Regulator of Social Housing).

01Why it is a data problem

Why are TSMs a data problem, not just a survey?

Eleven of the measures come from your own systems: repairs, compliance, complaints and anti-social behaviour. The board is responsible for them being calculated accurately, and the Regulator checks what you submit, not how you produced it.

9landlords had measures excluded from 2024/25 publication

The technical requirements make boards responsible for TSMs being ‘calculated accurately’, on a consistent basis and without double counting (Regulator of Social Housing). The Regulator runs automated and manual checks on returns, but says it does not have oversight of landlords' own systems and data quality processes (Regulator of Social Housing).

When data does not hold up, measures are left out of publication. For 2024/25, the Regulator excluded measures for nine landlords. One could not provide results for a significant number of repairs; another could not get sufficient data quality assurance in time (Regulator of Social Housing).

The Code of Practice now expects TSM reporting to be ‘an accurate, reliable, valid, and transparent reflection’ of performance, and landlords to consider how their systems, processes and data work together to make it so (Regulator of Social Housing).

Questions to ask your team
  • Could we recalculate last year's RP02 from source today and get the same answer?
  • Who owns each measure's definition?
  • Which measures still pass through a spreadsheet before submission?

02Where each measure comes from

Where does the data for each management measure come from?

From at least four different places in most associations: the repairs system and contractors, compliance systems for each safety check, the complaints system and the ASB case system. Each one needs its own definition, tested against source.

11measures calculated from your own systems
MeasureWhat it countsUsually comes fromWhere it goes wrong
RP01Homes that do not meet the Decent Homes Standard at year endAsset management system, stock condition surveysSurvey coverage gaps; year-end figures that do not match the latest survey
RP02Responsive repairs completed within target, emergency and non-emergencyRepairs system, contractor portalsContractor completions missing; clock not measured end to end
BS01 to BS05Homes with all required gas, fire, asbestos, water and lift checks carried out and recordedCompliance systems, contractor certificatesProperty references that differ between systems; communal checks not linked to homes
BS06Homes with all required electrical safety checks carried out, with accurate recordsElectrical testing records, contractor certificatesAccess refusals, communal installations, third-party evidence
CH01, CH02Complaints per 1,000 homes, and complaints answered within Complaint Handling Code timescalesComplaints system, CRMStage two complaints logged separately; acknowledgement dates missing
NM01Anti-social behaviour cases per 1,000 homes, including hate incidentsASB case management systemCases logged against people, not homes

RP01 and RP02 cover low-cost rental stock only; the building safety measures and NM01 combine low-cost rental and low-cost home ownership stock. Check each definition in the technical requirements.

03Repairs

How does Awaab's Law change the repairs measure?

RP02 measures every responsive repair end to end, including contractor and recharged repairs. Since March 2026, the technical requirements say an emergency hazard under Awaab's Law counts as an emergency repair, and a significant hazard as non-emergency.

End to endhow each responsive repair's completion time must be measured

The completion time for each responsive repair must measure the end-to-end time, against your own maximum target, and must include repairs your contractors carry out. Planned and cyclical works are excluded (Regulator of Social Housing).

That makes RP02 and your Awaab's Law evidence two views of the same data. If your Awaab's Law cases and your repairs records do not share a case reference, the two will disagree, and someone will ask why. See the Awaab's Law evidence trail.

04The new measure

What counts for the new electrical safety measure?

BS06 is the proportion of homes where all required electrical safety checks were carried out and recorded at year end. A home only counts if every check is done and the records are accurate.

31st Mar 2027the year-end the first BS06 results are based on
  • Accurate records: a home counts only if every statutory obligation and physical check is met and the records are accurate.
  • Access refused: a home where access was refused cannot count as compliant.
  • Communal installations: checks on communal areas count towards every home they serve.
  • Third parties: checks done by others count only where you can obtain evidence they were done.
  • Year-end position: it is measured at the end of the reporting year, combining low-cost rental and low-cost home ownership homes.

Source: Regulator of Social Housing. This is a records measure as much as a safety one. The work may have been done, but without a matching, accurate record the home does not count.

Questions to ask your team
  • Do our electrical records and our property list use the same reference?
  • Which homes rely on a communal installation, and is that check linked to them?
  • Can we evidence checks carried out by third parties?

05Tenant perception

What data does the tenant survey need?

The 12 perception measures come from a survey, but they still depend on your data. You need a clean sample frame, accurate tenant profile data to check the responses are representative, and a published summary of how you ran it.

±2%margin of error required for landlords with 25,000 or more homes
HomesRequired accuracy for overall satisfaction
Fewer than 2,500±5% (a census can be enough where this is not possible)
2,500 to 9,999±4%
10,000 to 24,999±3%
25,000 or more±2%

At a 95% confidence level (Regulator of Social Housing). Landlords must publish a summary of approach covering, among other things, the achieved sample size, collection methods, how representative the sample is and any weighting. Checking representativeness means comparing who responded with who lives in your homes, which only works if your tenant profile data is up to date.

06Source to submission

How do you make TSM figures auditable?

Calculate every management measure from source data, with one written definition each, tested every time it runs and reconciled against last year's submission. Then the board can trace any figure to the records behind it.

  1. Write each definition once. Turn the technical requirements into a written rule per measure, including which stock is in scope.
  2. Calculate from source. Build each measure in your data platform from the repairs, compliance, complaints and ASB systems, not from a spreadsheet someone keeps.
  3. Test it. Add automated tests for the things that break: missing references, duplicate homes, repairs without completion dates.
  4. Reconcile. Recalculate last year's figures from source and explain every difference from what you submitted.
  5. Keep the trail. Store which records made up each figure, so the board, auditors or tenants can see how it was produced.
  6. Sign off early. Give the board the figures and the trail well before the June return, not the week before.

The same model serves Awaab's Law evidence and STAIRs requests, so this work pays back more than once.

FAQs

Questions about TSM data.

Not covered here? Ask us directly.

How many Tenant Satisfaction Measures are there?

There were 22: 12 tenant perception measures from a survey and 10 management information measures from landlords' own data. From the 2026/27 reporting year, BS06 electrical safety checks is added, with first results based on 31st March 2027.

Who has to submit TSMs to the Regulator?

Landlords with 1,000 or more homes submit their TSM data to the Regulator of Social Housing each year. All social housing landlords must publish their own results in a way that is timely, clear and easily accessed by tenants.

When is the TSM return due?

The return for 2025/26 data was due on 30th June 2026. The 2026/27 data, the first year to include BS06, is expected on a similar timetable in 2027. Check the Regulator's data requirements letter for the confirmed date.

What is the BS06 electrical safety TSM?

BS06 is the proportion of homes for which all required electrical safety checks were carried out and recorded at year end. A home counts only if every check is done and the records are accurate. Homes where access was refused cannot count as compliant.

How do we make our TSM figures auditable?

Calculate each management measure from source data with one written, tested definition, reconcile it against last year's submission and keep a record of which records made up each figure. That lets the board trace every TSM back to the homes and cases behind it.

Sources

Every date, definition and figure on this page comes from the Regulator of Social Housing, checked on 3rd November 2026.

  1. Regulator of Social Housing, Tenant Satisfaction Measures: summary of RSH requirementsUpdated 18th September 2025. The measures, who submits and who publishes.
  2. Regulator of Social Housing, TSM technical requirementsUpdated 11th June 2026. Definitions, reporting year and board responsibility.
  3. Regulator of Social Housing, Annex 1: Electrical safety checks TSMPublished 11th June 2026. BS06 definition and what counts.
  4. Regulator of Social Housing, RSH finalises requirements for electrical safety checks TSM11th June 2026. First results based on 31st March 2027.
  5. Regulator of Social Housing, CEO letter: 2026/27 RSH data requirements (large providers)11th March 2026. Return deadlines and late or missing returns.
  6. Regulator of Social Housing, TSM 2024/25: data quality and methodology4th November 2025. Validation, amendments and published exclusions.
  7. Regulator of Social Housing, TSM tenant survey requirementsUpdated 3rd August 2026. Accuracy levels and the summary of approach.
  8. Regulator of Social Housing, Consumer Standards Code of Practice1st October 2026. Paragraph 48 on accurate, reliable TSM reporting.

This guide explains the data side of TSMs. Always check definitions against the Regulator's current technical requirements.

Rebuild one measure from source.

Bring last year's RP02 or one building safety measure. We'll start by understanding how it is produced today, then come back to show where its data comes from, where it could break and how to make it traceable before the June return.

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