Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing in England.

TSMs are designed to help tenants see how well their landlord is performing and to allow the Regulator to hold landlords to account for the quality of their services.

The measures focus on the things that matter most to tenants, such as repairs, safety, complaints handling and overall satisfaction.

They not only give our tenants a stronger voice and provide transparency about how we are performing, but they also help us to identify our strengths as a landlord and areas where we can improve.

Tenant Surveys

As a Chrysalis tenant, we will ask you to complete a survey each year so you can have your say and let us know what we do well and what we need to improve.

We then publish our results, to demonstrate accountability and a commitment to providing safe, high-quality homes and services.

Overall Satisfaction

93% of tenants say they are satisfied with the service Chrysalis provides
92% of tenants say they are satisfied with the repairs service from Chrysalis
90% of tenants say that Chrysalis provides a home that is well maintained
94% of tenants say they are satisfied that Chrysalis provides a home that is safe
88% of tenants say they are satisfied that Chrysalis listens to their views
85% of tenants say that they are satisfied that Chrysalis keeps them informed
90% of tenants say they agree that Chrysalis treats them fairly and with respect
85% of tenants say they are satisfied with Chrysalis’ approach to complaints handling
65% of tenants say they are satisfied with Chrysalis’ approach to handling anti-social behaviour

What Our Tenants Have Said:

Staff support me well
I'm very well looked after
You are doing fantastic work!
I like living in my home and close to local shops
You are a great organisation

Read Our Full Report Below

Tenant Satisfaction Measures Report 2025

All our policies are guiding principles to help with our day-to-day decision making along with our Procedures which provide frameworks and checklists for employees and managers alike.

If you can’t find the relevant policy you are looking for, please email or contact us and we will assist you in any way we can to answer your query.