A guide to efficient and effective tenant satisfaction measurement

The Tenant Satisfaction Measures Standard requires all registered providers of social housing to generate and report on tenant satisfaction measures (TSMs) as specified by the Regulator of Social Housing. In this white paper we briefly describe the tenant satisfaction measures (TSMs) and tenant survey requirements (TSRs). We then illustrate the reality of the data preparation and analysis that is involved so TSM can be properly implemented to enable the desired organisational behaviours and tenant outcomes.

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