What 135,000 tenant voices revealed about TSM scores
The UK's first qualitative TSM benchmark—135,000+ tenant comments across 18 housing associations, and four findings the satisfaction scores weren't telling you.
← All articles
What 135,000 tenant voices revealed about TSM scores
The UK's first qualitative TSM benchmark—135,000+ tenant comments across 18 housing associations, and four findings the satisfaction scores weren't telling you.
You're not ignoring tenant safety. You're just finding out too late.
Under Awaab's Law, a tenant survey comment is a compliance trigger. Here's what an early warning system actually needs.
Stop chasing satisfaction. Start measuring effort.
One in six tenants in our Housemark benchmark described putting in unnecessary effort to get something sorted. Effort predicts loyalty better than satisfaction does.
Your repair scores aren't stuck because of bad contractors
55% of repair complaints aren't about the repair. They're about the wait. Here's what the benchmark data shows — and what to do about it.
TSM vs Sentiment. Why 'Fairly Satisfied' Is a Red Flag
85% satisfaction looks great on a board pack. But the 'safe middle' isn't safe — it's a pool of quietly unhappy residents who haven't complained yet.
Articles by Sarah Wilson
What 135,000 tenant voices revealed about TSM scores
The UK's first qualitative TSM benchmark—135,000+ tenant comments across 18 housing associations, and four findings the satisfaction scores weren't telling you.
You're not ignoring tenant safety. You're just finding out too late.
Under Awaab's Law, a tenant survey comment is a compliance trigger. Here's what an early warning system actually needs.
Stop chasing satisfaction. Start measuring effort.
One in six tenants in our Housemark benchmark described putting in unnecessary effort to get something sorted. Effort predicts loyalty better than satisfaction does.
Your repair scores aren't stuck because of bad contractors
55% of repair complaints aren't about the repair. They're about the wait. Here's what the benchmark data shows — and what to do about it.
TSM vs Sentiment. Why 'Fairly Satisfied' Is a Red Flag
85% satisfaction looks great on a board pack. But the 'safe middle' isn't safe — it's a pool of quietly unhappy residents who haven't complained yet.
