Tenant Satisfaction Measures (TSMs) are performance measures set by the Regulator of Social Housing that landlords in England collect and publish. Several rely directly on repairs and compliance data, including RP02 for repairs completed within target timescales and BS01 to BS06 for building safety checks. Contractor job records are often the source data, so their accuracy matters.
Tenant Satisfaction Measures (TSMs) are performance measures that social landlords in England collect and publish under rules set by the Regulator of Social Housing. Several depend directly on repairs and safety data, such as repairs completed on time and building safety checks. Where contractors carry out the work, their job records are often the source data, so accurate, well-defined contractor reporting matters.
What are the Tenant Satisfaction Measures?
The TSMs sit within the Regulator of Social Housing's consumer regulation. There are two broad kinds:
- Measures from management information, which you calculate from your own records, such as repair completions and safety checks.
- Tenant perception measures, which come from surveys of tenants' satisfaction.
This guide focuses on the repairs and safety measures. Other measures cover areas such as complaints and engagement.
Which measures depend on repairs and safety data?
| Code | What it covers | Data a contractor typically supplies |
|---|---|---|
| RP01 | Homes that do not meet the Decent Homes Standard | Condition surveys, and completion of works on failing components |
| RP02 | Repairs completed within target timescale (emergency and non-emergency) | Job priority, target date and completion timestamps |
| BS01 | Gas safety checks | Check dates for each home, and no-access records |
| BS02 | Fire risk assessments | Completion of actions arising from assessments |
| BS03 | Asbestos | Survey and management records |
| BS04 | Legionella | Water safety assessment and control records |
| BS05 | Lifts | Lift check records |
| BS06 | Electrical safety checks | EICR dates for each home, and remedials outstanding |
| TP02 | Satisfaction with repairs | Indirect: conduct, communication and first-time fix |
| TP03 | Satisfaction with time taken | Indirect: appointment keeping and completion times |
| TP04 | Satisfaction that the home is well maintained | Indirect: quality of repairs and planned works |
| TP05 | Satisfaction that the home is safe | Indirect: safety checks, remedials and how hazards are handled |
What changed in 2026?
- Awaab's Law emergency hazards: since March 2026, these count as emergency repairs for RP02. The 24-hour make-safe timestamps now feed your emergency repairs figure. See Awaab's Law explained.
- BS06 electrical safety checks: added on 11 June 2026, with large landlords publishing it for 2026/27. It follows the extension of electrical safety duties to social housing. See electrical safety in social housing.
- Awaab's Law phase 2: from 30 November 2026, more hazard types fall within fixed timescales, including heating failures, electrics, falls, fire and pests. More jobs will need to be classified correctly at the point they are raised.
How does contractor job data feed the measures?
RP02 depends on timestamps and definitions. The figure is only as reliable as the points in time it is built from: when the repair was reported, which priority it was given, and when it was completed. Problems usually come from:
- priorities changed after the job was raised, without a recorded reason;
- make-safe visits and follow-on work recorded inconsistently;
- completion recorded when the operative left, not when the repair was actually finished;
- contractor job statuses that do not map cleanly onto the regulator's definitions.
Follow the technical requirements for each definition, and agree with your contractor how make-safe and follow-on jobs are recorded.
The BS measures depend on complete records for each home. A missing certificate or an unrecorded no-access attempt can make a home look non-compliant when the work was done, or hide one that was missed.
RP01 depends on stock condition data. Contractors who record component condition during repairs, voids and planned works help keep that data current. See the Decent Homes Standard.
The perception measures reflect the visit. Tenants judge repairs by whether the operative turned up when promised, explained what was happening, cleaned up and fixed the problem first time. The Housing Ombudsman's Repairing Trust report (29 May 2025) called for a code of conduct for staff and contractors entering homes. See resident liaison.
What does good contractor reporting look like?
Good reporting gives you job-level data you can check, not only summary percentages. Look for:
- A shared data dictionary that maps each contractor status to the TSM definitions.
- Timestamps for every stage: order received, first attendance, make-safe, completion and sign-off.
- Priority history: the priority as raised, any change, the reason and who approved it.
- No-access evidence: date, time, method and proof for each attempt.
- Attached evidence: photos, readings and certificates linked to the job and the home.
- Exception reports that flag jobs at risk of missing target before they miss it.
- Monthly reconciliation between the contractor's system and your housing management system, with differences resolved well before year end.
- An audit trail, so timestamps cannot be overwritten without a logged reason.
How do the TSMs connect to wider regulation?
The Safety and Quality Standard requires you to meet all legal health and safety requirements and complete the actions they require "within appropriate timescales". It also requires an "effective, efficient and timely" repairs and planned-works service, with completion timescales communicated to tenants.
Landlords with more than 1,000 homes are inspected by the Regulator on at least a four-year cycle, which began on 1 April 2024. Contractor data, including surveys, job timestamps, compliance certificates and remedials, forms part of the evidence for inspections as well as for the TSMs.
Complaints about contractors go through your own two-stage process under the Housing Ombudsman's Complaint Handling Code, so contractors also need to give you job histories quickly.
Check the current technical requirements before each reporting year, as definitions can change.
How we help
We report responsive repairs, safety remedials and planned works at job level, with timestamps, no-access evidence and attachments mapped to the definitions you use. We can agree a data format with your performance team before the contract starts. Contact us to discuss your reporting needs.
Common questions
Do Awaab's Law emergency hazards count in RP02?
Yes. Since March 2026, Awaab's Law emergency hazards count as emergency repairs for RP02, so their timestamps feed the emergency repairs figure.
When was the electrical safety measure added?
BS06, electrical safety checks, was added on 11 June 2026. Large landlords publish it for 2026/27.
Can a contractor influence the perception measures?
Yes, indirectly. TP02 to TP05 come from tenant surveys, and tenants' views of repairs, time taken, maintenance and safety are shaped by how operatives behave, whether appointments are kept and whether jobs are fixed first time.
Whose definitions should contractor data follow?
The Regulator of Social Housing's technical requirements. Map your contractor's job statuses to those definitions before the reporting year starts, not after it ends.
Sources
- Tenant Satisfaction Measures: technical requirements (Regulator of Social Housing)
- Safety and Quality Standard (Regulator of Social Housing)
- RSH publishes revised consumer standards and requirements
- RSH publishes its first set of planned inspection outcomes
- Hazards in Social Housing (Prescribed Requirements) (England) Regulations 2025
- Housing Ombudsman Complaint Handling Code 2024
Checked 31 October 2026. This guide summarises the rules for planning purposes and is not legal advice; check the current legislation or take advice for your own case.
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