PRHA’s Tenant Satisfaction Measures (TSM)

The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing from 1st April 2023 and first reported on by landlords in 2024.

The TSM were introduced to help residents and tenants assess how their landlords were performing and in meeting their residents’ expectations for providing good quality homes and services.

The TSM apply to all social housing providers, and are therefore relevant for all PRHA residents including those in our general needs properties, our supported housing, and our Enhanced Housing Management (EHM) properties. This is our third set of TSM data, and the new information published covers the period between 1st April 2025 and 31st March 2026.

The TSMs fall into two categories – landlord performance TSMs (direct performance information) and tenant perception TSMs (how well our residents feel we are performing). For the tenant perception TSMs, PRHA surveys our residents annually. The results are provided via the TSM Report available to download from this page.


The Measures

There are 22 measures in total, which are split into one overall indicator of tenant satisfaction and then five key themes. The measures include some that directly measure a landlord’s performance and those that reflect how our residents think we are doing (referred to as Tenant Perception measures)
The measures focus on the following five themes:
Keeping properties in good repair
Maintaining building
safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management

What does PRHA do with the TSM?

The most important thing is that we want to improve both our performance and residents’ experience of our services. We want to continuously improve our results by understanding what lies behind the figures, in particular where performance is under our set targets or where there is dissatisfaction expressed.

This means that we annually review the TSM data alongside other information such as from complaints and other resident feedback, or via meetings, panels and working groups with our residents (see the “Involvement and participation” option on our website, under the “Residents” menu).

We aim to provide feedback on proposed service improvements through a variety of means including via this website, resident newsletters, and information screens. If you have any suggestions for service improvement, please email us on feedback@prha.net.

PRHA’s approach to the Tenant Perception questions

The figures for PRHA’s Tenant Perception measures come directly from our Annual TSM Surveys. More details about the methodology and the details of the most recent survey can be found by clicking the link below:

View TSMSs Methodology

If you have any comments or questions concerning the information in this report please contact the Performance and Monitoring Team via feedback@prha.net