Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.

There are 22 measures. 12 of these measures come directly from one of our customer feedback surveys, 10 come from information we hold in our systems on our operational activity.

These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.

The measures focus on five key themes:

  • Keeping properties in good repair;
  • Maintaining building safety;
  • Respectful and helpful engagement;
  • Effective handling of complaints;
  • Responsible neighbourhood management

We have been monitoring our performance on similar measures for a number of years, which helps us to understand what matters most to our customers and influences what goes into our improvement plans. With TSMs now being a regulatory requirement for all social landlords, we will now be able to compare our performance to others. During the second year of TSMs collection we will also be able to share further details around how trends in performance change year on year. You can find these results here, together with a summary of our improvement priorities

Riverside runs an ongoing perception survey every month to understand how customers feel about the services we provide. Within this survey we capture your responses on the Tenant Satisfaction Measures alongside some additional measures that we think are also important.

Before the TSMs framework was introduced, we were already conducting regular customer feedback surveys to hear how we’re performing from our customers’ perspective.

The first year of formal TSMs data collection started 1st April 2023, and our last published results report on the full year (April 2023 – March 2024).

This ongoing survey is carried out by our research partner, IFF Research. They are very experienced in running these surveys on behalf of landlords. They contact customers by phone or by email to ask the questions below. Customers will be chosen at random to take part in the survey.

Not all Riverside customers are included within the TSMs – Leaseholders are not part of the TSMs and as this is the English Regulator, our Scottish customers are also not included here.

This feedback is used to drive our improvement plans, influence decision making and enable our customers to check in on our performance.

Your opinions matter to us. We dedicate time to reviewing your comments to understand how you feel and what we need to do differently. Where customers respond with dissatisfaction we aim to follow up directly so we can put things right.

How we’re performing on TSMs

The results below show our performance for the financial year 2023/24. These results show our combined Group performance for England (including former One Housing Group customers) but excludes Riverside Scotland with separate regulations governing performance reporting in Scotland.

The large figure in each section shows our overall performance number. Below them are figures for Low Cost Rental Accommodation (LCRA) and Low cost Home Ownership (LCHO) properties. To be clear on the scope of those properties LCRA includes results for all social housing, supported housing and retirement living properties. LCHO includes results for all Home Ownership properties, except leasehold.

Overall satisfaction with the service provided by us


LCRA – 68.0%
LCHO – 33.3%

Keeping properties in good repair

Satisfied with repairs we carry out on your property


Based on LCRA only

Satisfied with the time taken to complete your repair


Based on LCRA only

Satisfied the home we provide is well maintained


Based on LCRA only

Homes that meet the decent homes standard


Based on LCRA only

Percentage of repairs completed
within target timescales


Based on LCRA only

Maintaining building safety

Satisfied your home is safe


LCRA – 76.2%
LCHO – 57.6%

Gas safety checks – up-to-date


LCRA – 98.6%
LCHO – 88.2%

Fire safety checks – up-to-date


LCRA – 99.0%
LCHO – 98.4%

Asbestos safety checks – up-to-date


LCRA – 99.3%
LCHO – 93.2%

Water safety checks – up-to-date


LCRA – 99.9%
LCHO – 100%

Lift safety checks – up-to-date


LCRA – 95.9%
LCHO – 89.4%

Respectful and helpful engagement

Satisfied we listen to your views and act on them


LCRA – 58.2%
LCHO – 23.9%

Satisfied we keep you informed about things that matter to you


LCRA – 67.8%
LCHO – 40.4%

Agreement we treat customers fairly & with respect


LCRA – 72.7%
LCHO – 43.6%

Effective handling of complaints

Satisfied with our approach to handling complaints


LCRA – 35.2%
LCHO – 16.0%

Number of complaints received relative to the size of us as a Landlord* – Stage 1


LCRA – 128.2
LCHO – 100.4

Number of complaints received relative to the size of us as a Landlord* – Stage 2


LCRA – 18.4
LCHO – 21.2

Complaints responded to within Complaints handling code timescales – Stage 1


LCRA – 77.6%
LCHO – 80.3%

Complaints responded to within Complaints handling code timescales – Stage 2


LCRA – 75.5%
LCHO – 88.8%

*calculated as the number of complaints or ASB cases per 1,000 homes. 

Responsible neighbourhood management

Satisfied we keep communal areas clean and well maintained


LCRA – 62.6%
LCHO – 41.1%

Satisfied we make positive contributions to neighbourhoods


LCRA – 58.3%
LCHO – 29.9%

Satisfied with our handling of anti social behaviour


LCRA – 57.5%
LCHO – 25.4%

Number of ASB cases relative to size of our company*


LCRA – 55.1
LCHO – 20.2

Number of ASB cases that involve hate incidents*


LCRA – 0.6
LCHO – 0.0

*calculated as the number of complaints or ASB cases per 1,000 homes. 

Notes: To improve how we deal with ASB we moved all Riverside ASB case management into a new system in May 2023. Therefore our performance on ASB doesn’t cover a full year but only the period from 23 May 2023 to 31 March 2024

We also report our performance on a separate set of key metrics each quarter, which were agreed with customers as the metrics which matter most to them. This includes a summary of the actions we are taking to drive improvement. Unlike the TSMs, these scores include feedback from our customers in Scotland and our Leasehold customers too, and as such generate different scores.