Tenants Satisfaction Measures (TSM) 2026-27 Survey
Survey feedback are valuable insights for us into the customer's experience and their level of satisfaction with the service we provide.
You can help us improve our services.
At SHA, we are dedicated to providing the best possible housing experience for all our valued residents. We believe your feedback is invaluable in shaping our services and ensuring we meet your expectations. That’s why we encourage you to participate in our Tenant Satisfaction Survey and play a vital role in enhancing our offerings.
The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing (RSH) in England to evaluate the performance of housing associations in England regarding the provision of high-quality homes and services. As part of this system, landlords will be required to report on a set of tenant satisfaction measures.
Tenant satisfaction measures survey
2026/27 Results so far
At SHA, we are dedicated to providing the best possible housing experience for all our valued residents. Below, we present management information (e.g. data on repairs and complaints) collected up to April 2026. A TSM survey for 2026–2027 is currently underway, and the results will be updated upon completion of the survey in 2027.
RP01
Proportion of homes that do not meet the Decent Homes Standard.
0%
RP02 (1)
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
97%
RP02 (2)
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
99%
Maintaining building safety
BS01
Proportion of homes for which all required gas safety checks have been carried out.
100%
BS02
Proportion of homes for which all required fire risk assessments have been carried out.
100%
BS03
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
N/A
BS04
Proportion of homes for which all required legionella risk assessments have been carried out.
100%
BS05
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
100%
Complaints handling and neighbourhood management
* Note: Data from Tenants Satisfaction Measures (TSM) results are based on the most recent survey data of 2024–2025. SHA conducts TSM surveys once every two years in accordance with Housing Ombudsman requirements. A TSM survey for 2026–2027 is currently underway. Results will be updated upon completion of the survey. SHA conducts TSM surveys once every two years in accordance with Housing Ombudsman requirements.
