Housemark has released an exclusive first look analysis against the draft tenant satisfaction metrics (TSMs) published for consultation by the Regulator of Social Housing (RSH).

Based on latest data for more than 200 English landlords, the exclusive report analyses performance from metrics already collected by Housemark.

The headline findings include:

Shared ownership satisfaction

Shared owners are less satisfied than social rented tenants. The average percentage of shared owners satisfied with their landlord overall was just 57% last year, 26 percentage points lower than the equivalent figure for social rented tenancies.

Satisfaction that tenant views are listened to and acted upon

One in three tenants does not believe their landlord listens to their views and acts upon them. Leading landlords are re-thinking resident engagement to move beyond formal structures, harness technology to widen participation and exploring ways to co-design services with residents

Anti-social behaviour (ASB)

Anti-social behaviour cases vary by location, with large urban landlords reporting as many as 80 cases per 1,000 properties and growing. Satisfaction with how ASB cases are handled is however, improving making it one of only a handful of the draft TSMs to show an improvement last financial year.

The full analysis report is available to read here.

Talking about the analysis, Housemark Chief Executive Laurice Ponting said:

As Housemark already collects and analyses satisfaction and performance data, we are in a unique position to assess how the sector currently shapes up against the proposed TSMs, highlight trends and identify the drivers of good performance. Housemark STAR is already providing landlords with a co-created framework to collect tenant satisfaction with services, and we are pleased to see there is close alignment between the framework with the proposed TSMs.


The message from the Regulator since the publication of the Social Housing Green Paper has been clear: do not wait for regulation but do the right thing now. The sector has shown that it has responded to this and is already collecting and reporting on much of this data, however the Regulator has said that the TSMs are the baseline from which landlords should build understanding of their tenants and that much better insight is required to truly meet the needs of a diverse range of customers.


Over the past 20 months we have been measuring the impact of the pandemic, the trends in recovery and the effect of evolving policy direction on sector performance.  Through our combination of Monthly Pulse reports, Quarterly Forecasts and our sector leading STAR framework, augmented with 20 years’ worth of benchmarking data and analysis, we are here to help landlords navigate change, improve satisfaction and strengthen assurance.

Housemark members have exclusive access to our online reporting tool, where they can see their own results
compared to different peer groups, build dashboards, and download data. Every member is also assigned a
dedicated data specialist to help them make sense of the data.

For further information on Housemark services and how we can support you to get ready for regulation, contact us.