Home > Housing > Housing for Tenants > Transparency > Tenant Satisfaction Measures

Tenant Satisfaction Measures

Tenant Satisfaction Measures are a recent regulatory mandate imposed by the Regulator of Social Housing, in which DDC must conform. The primary objective is to empower social housing tenants in holding their landlords to account.

Starting on April 1, 2023, organisations providing social housing, including us, are obligated to commence the collection of performance data in critical areas like maintenance, safety inspections, and grievance handling. This data will be gathered through our normal performance gathering method and also new tenant perception surveys to gauge tenants' experiences.

Tenant Satisfaction Measures can be traced back to the government's 2020 Social Housing White Paper, specifically the Charter for Social Housing Residents. The enforcement of these standards falls under the purview of the Regulator of Social Housing.

The implementation of Tenant Satisfaction Measures require Dover District Council to do the follwoing:

  • Commence the collection and reporting of performance data in alignment with the Tenant Satisfaction Measures starting on April 1, 2023.
  • Annually submit our performance results against the Tenant Satisfaction Measures to the Regulator of Social Housing, commencing in June 2024.
  • Annually disclose our performance outcomes concerning the Tenant Satisfaction Measures, encompassing how we adhere to the regulator's stipulations, starting from September 2024. You can see this here.
  • Ensure that the data we gather is accurate, reliable, valid, and serves as a transparent representation of our performance in relation to the Tenant Satisfaction Measures.

Tenant Satisfaction Measures 2023-24 Results

See the results of the TSMs for 2023-24.


See our latest newsletters, annual reports and leaflets

Sign up to Keep me posted

Sign up to receive all the latest news and information about your housing service

 If you'd like anymore information regarding Tenant Statisfaction Measures or any of the information on this page, please contact Tenant.involvement@dover.gov.uk.