Have your say on new tenant satisfaction measures

Tenants and landlords have the opportunity to give their opinions on important new Tenant Satisfaction Measures being introduced by the Regulator of Social Housing.

The measures will make the performance of landlords more visible to tenants, providing data about performance and their quality of service.

Andrea Malcolm, Bernicia Executive Director of People, Homes and Communities, said: “Our tenants’ voice plays a central role in helping us deliver the exceptional services they want in a way which best suits them.

“We want as many of our tenants as possible to have the opportunity to give their views on these important proposals.

“We are working closely with Bernicia’s involved tenants, to review the proposals. and share their views and opinions with the regulator. The consultation also gives all our tenants the opportunity to submit their opinions directly to the regulator online.”

Bernicia has put together some Q & As along with useful links to the regulator’s consultation which we hope will assist tenants to take part in the survey.

Who is the regulator:

The Regulator of Social Housing is the Government body that oversees the work of social housing providers like Bernicia. The regulator makes sure that we meet required finance and governance standards, and that we deliver services well.

Why are the TSMs being introduced:

These measures will be introduced in light of the proposals set out in the Social Housing White Paper launched in November 2020.

The new TSMs make the performance of landlords more visible for tenants. It is hoped they will provide a valuable resource for tenants and local communities and social landlords themselves.

The TSMs are a combination of satisfaction measures for tenants to respond to.

What are the new satisfaction measures?:

There are 22 proposed tenant satisfaction measures that social housing landlords will be asked to measure and publish annually, starting from April 2023 and will cover the following themes:

Overall satisfaction
Keeping properties in good repair
Maintaining building safety
Effective handling of complaints
Respectful and helpful engagement
Responsible neighbourhood management.

What do I need to do to participate?:

You need to read several documents on the regulator’s website before you complete the survey.

You might like to read the summary document first to find out more. This also lists the pages to look at in the main consultation document when considering each of the questions.


There’s an easy read version of the consultation here which gives a little more background on housing associations: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1048273/Easy_Read_RSH_TSM_Consultation_Summary_Digital_Artwork.pdf

To complete the consultation survey, visit the regulator’s webpage: https://www.gov.uk/government/consultations/consultation-on-the-introduction-of-tenant-satisfaction-measures

Where can I get assistance?:

If you would like some assistance completing the consultation or would like to find out more, please contact Customer Engagement: customer.engagement@bernicia.com or call 0344 800 3800.

When does the consultation close?:

The consultation period for the Tenant Satisfaction Measures is open until 6.30pm on Thursday 3rd March 2022.

When will the new measures come into force?:

They are expected to come into force in 2023.