Tenant Satisfaction Measures
The Regulator of Social Housing created this system for assessing how well social housing landlords in England are doing at providing good quality homes and services.
The regulator sets consumer standards plus Tenant Satisfaction Measures (TSMs) that social housing landlords like Coastline must report on. The aim is to make landlords’ performance more visible to tenants, and help tenants hold their landlords to account.
There are 22 TSMs, covering five themes. Ten of these are measured by landlords directly, and 12 are measured by landlords carrying out tenant perception surveys. The questions cover overall satisfaction and:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management.
Coastline's annual survey is sent to every household to ask for feedback. We publish the results and what we're doing because of them. They are also sent to Regulator of Social Housing which publishes them on its website each year.
Find out more
In the featured documents section below you can download the RSH Tenant Satisfaction Measures leaflet, or head to the Regulator of Social Housing website.
RSH website
Our Pledges
At Coastline, putting our customers first is a top priority.
Our Trust Charter sets out how we’ll build and maintain trust with our customers, and our Pledges set out service standards and commitments customers can expect from us and align closely with the TSMs. We monitor and share our performance against these so it's clear how we're doing.
Our involved customers ensure these Pledges shape our services to meet customers' needs. If you would like help with this important area of performance measurement, please take a look at the opportunities in our Coastline Conversation section.
How we're doing
Here are the latest summaries of our performance. These regular updates look at how we're doing across measures our customers tell us matter most.
We also report on how we're doing in CoastLines magazine and at customer meetings as part of the Coastline Conversation.
Performance Nov 2023 Performance Dec 2023 Performance Jan 2024 Performance Feb 2024 Performance Mar 2024
We're always listening
Whether it's good or bad, we take all feedback seriously and use it to develop our services.
We update this page with any new improvements and actions we are taking. You can read about our most recent changes below.
We'd love to hear from you if you have any ideas or feedback. Find out how to join the Coastline Conversation.