Tenant Satisfaction Measures (TSMs)

What are Tenant Satisfaction Measures?

Tenant Satisfaction Measures (TSMs) are a set of national standards introduced by the Regulator of Social Housing in 2023. They are designed to assess how well social landlords - like Guildford Borough Council - are performing in key service areas such as repairs, building safety, communication, and complaint handling.

The measures include:

• Perception measures - based on what tenants say in surveys
• Performance measures - based on our service data, like how quickly we carry out repairs

The goal is to ensure tenants live in safe, good-quality homes and are treated fairly and with respect.

You can find our most recent scores here: Housing performance and accountability

Why are TSMs important?

TSMs give us - and you - a clear view of how we're doing. They help us:

• Understand where we need to improve
• Track performance over time
• Compare ourselves to other landlords
• Deliver more responsive services

You can read more about how we're responding to your feedback in the Annual Report to Tenants 2024-25 (PDF, 5 MB), which sets out our performance, improvement actions, and future priorities.

What to expect

Our Tenant Satisfaction Measures surveys are carried out by Acuity Research, an independent research company that specialises in the housing sector.

Who are Acuity Research?
Acuity has been working with housing providers since 1998 to help measure and improve tenant satisfaction. They carry out surveys, benchmarking, and data analysis for councils and housing associations across the UK.

Who will be contacted?
Acuity will contact a random sample of Guildford Borough Council tenants by phone, email or SMS text. The survey takes no more than 10 minutes to complete.

If you're contacted, the caller will:

• phone from 01483 928083
• introduce themselves as from Acuity Research
• say they are working on behalf of Guildford Borough Council 

Reports and documents

• View the Approach to TSMs (PDF, 357 KB) Details on how the survey was carried out and how results were verified.
• TSM Questionnaire (PDF, 49 KB) See the full list of questions asked during the 2024 survey.

Questions or concerns?

If you have any questions about the survey:

• contact us on 01483 505050
• Or contact Heather Metivier at Acuity on 01273 287114 or email acuity@arap.co.uk

We appreciate your time and honesty - your feedback helps us deliver better services for everyone.