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Understanding how your landlord is performing

There are huge changes happening in the Social Housing sector this year, giving residents better insight into how their landlord is performing. In 2020, the government published the charter for social housing residents: social housing white paper, which sets out ways to improve standards for people living in social housing.

Part of these changes included the introduction of Tenant Satisfaction Measures, or TSM's for short.

TSMs are performance measures that all housing associations must report upon in a bid to drive up standards for customers and give them a better understanding of how we are performing as a landlord. The measures will give you, our customers, improved visibility and ability to hold us to account when things don’t go right.

At LHP, we measure our performance in many ways, all of which give us the data we need to improve:

  • Your feedback on services, commonly known as 'Customer Satisfaction Surveys'
  • Internal targets, known as Key Performance Indicators (KPI's)
  • Compliance targets, for example how many properties are up to date with gas servicing.

Parts of all of these measures contribute to the TSM's, giving you a broad overview of how we're doing as your landlord. Later in 2024, these measures will be published, giving you the ability to see how we’re doing in comparison to other landlords, too.


As a valued LHP customer, we want to know what additional performance information you’d like to see, and where, giving you more opportunity to see how we’re performing on things that matter to you.

There are huge changes happening in the Social Housing sector this year, giving residents better insight into how their landlord is performing. In 2020, the government published the charter for social housing residents: social housing white paper, which sets out ways to improve standards for people living in social housing.

Part of these changes included the introduction of Tenant Satisfaction Measures, or TSM's for short.

TSMs are performance measures that all housing associations must report upon in a bid to drive up standards for customers and give them a better understanding of how we are performing as a landlord. The measures will give you, our customers, improved visibility and ability to hold us to account when things don’t go right.

At LHP, we measure our performance in many ways, all of which give us the data we need to improve:

  • Your feedback on services, commonly known as 'Customer Satisfaction Surveys'
  • Internal targets, known as Key Performance Indicators (KPI's)
  • Compliance targets, for example how many properties are up to date with gas servicing.

Parts of all of these measures contribute to the TSM's, giving you a broad overview of how we're doing as your landlord. Later in 2024, these measures will be published, giving you the ability to see how we’re doing in comparison to other landlords, too.


As a valued LHP customer, we want to know what additional performance information you’d like to see, and where, giving you more opportunity to see how we’re performing on things that matter to you.