Tenant Satisfaction Measures (TSMs) are part of the Consumer Standards, set by the Regulator of Social Housing for customers of a UK housing association. They are designed to ensure that tenants receive high-quality services and have a safe, decent place to live.
The standards aim to improve the overall living conditions and satisfaction of tenants in social housing.
BCHA is committed to meeting the consumer standards to make sure tenants:
- have opportunities to have their voice heard by their landlord
- know how their landlord is performing
- have their complaints dealt with promptly and fairly
- be treated with respect
Below you can find our reports as well as options for you as a tenant to engage with us on these measures.
Tenant Engagement Options
As a customer of BCHA, your input is essential in shaping and overseeing the services we provide. Make your voice heard and get involved.
TSM Report 2025
Acuity Research deliver quarterly surveys to our customers. Here you can read a summary of the most recent results. Previous reports are at the bottom of this page.
Our Approach to Conducting TSM Surveys
BCHA work with Acuity to survey our customers, Here you can read a summary of our methodology for carrying out these surveys.
Regulator of Social Housing 2024 Report
The Regulator collects TSM survey results from all registered providers in England, including BCHA. Read their 2023-24 report on results nationally which you can compare to our own.
Previous TSM Reports
Contact us
If you would like to find out more about the Tenant Satisfaction Measures please contact our Customer Engagement Manager: [email protected]
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Tenant Talk Summer-Autumn 2025
18 September 2025
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8 July 2025
A Conversation About BCHA’s Housing Transformation Programme.
Tenant, Nick, advocates for transformation on national stage
14 May 2025
Valued co-production assistant and tenant is influencing positive change for housing services.
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