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]
Customer Related News
Steve’s story: from complete loss to hope for the future
12 June 2026
Steve, a customer from the Plymouth area, in his own words reflects on his journey so far with BCHA and looks forward to the future.
EX4, the community-run cafe, officially opened by Michelin-star chef and Exeter local, Michael Caines MBE
18 May 2026
EX4 is co-ran by Customer Steering Group member, Dan, hoping to create a safe and inclusive space for those facing isolation in Exeter
Tenant Talk Winter-Spring 2026
11 March 2026
In this Winter-Spring edition of Tenant Talk, find out more about Access Wellbeing, co-production in Exeter, a yummy recipe and even a competition!
Bex's Journey, A Rainbow of Hope
13 November 2025
Celebrating Bex's story with BCHA - one of hope, resilience and community through customer engagement.
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