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.
Tenant Satisfaction Measures (TSM) Report 2025 - 2026
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 Tenant Satisfaction Measures 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 2025 Report
The Regulator collects TSM survey results from all registered providers in England, including BCHA. Read their 2024-25 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]
Customer Related News
Tenant Talk Summer/Autumn 2026
4 September 2026
In our new Tenant Talk magazine, get updates on what your housing officer can help you with, plus updates from across the region
Read our 2025/2026 Impact Report
2 September 2026
Our annual impact report shows how we have been responsive to needs and changes to how we serve and support our customers and each other.
New name project kicks off at BCHA
18 August 2026
As part of BCHA's Strategic Plan 2024-2029, we have started an exciting project to identify a new name for BCHA.
2025 - 2026 Tenant Satisfaction Measures Results
23 July 2026
BCHA are pleased to share our 2025 – 2026 results of our Tenant Satisfaction Measures (TSM) Surveys.
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