Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSM) Standard mandates that all registered providers collect and report TSMs in accordance with the guidelines set by the Regulator of Social Housing (RSH). As part of this requirement, we must inform our customers of our approach to conducting the TSM Perception survey and collecting data.
The standard requires that all registered providers conduct tenant perception surveys and report performance annually, as specified by the Regulator of Social Housing (RSH). TSMs are intended to make landlords’ performance more visible to customers, enabling them to hold their landlords to account. This is our first year we’ve reported our performance since the merger of CHP and Estuary to form Delta.
There are a total of 22 measures: 10 providing management information from data held by the landlord, and 12 satisfaction measures gathered from tenant surveys. In addition to overall satisfaction with landlord services, the measures cover six key themes:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
These results cover the financial year 2025/2026, when we were operating as two separate organisations, but we’ve combined our data to share our Delta TSM results. If we manage your home on behalf of another landlord, visit their website for performance information.