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Tenant Satisfaction Measures

As part of new national standards introduced by the Regulator of Social Housing, we are now required to report on how well we’re performing as a social housing provider. These standards, known as Tenant Satisfaction Measures (TSMs), are designed to give tenants a stronger voice and help hold landlords to account.

From 1 April 2023, all social housing providers, including Dover District Council, must collect and report data on key service areas such as:

  • Repairs and maintenance
  • Building safety checks
  • Handling of complaints

We’ll be gathering this information through our usual performance monitoring processes, as well as through new tenant perception surveys that ask residents directly about their experiences.

The introduction of TSMs follows the government’s 2020 Social Housing White Paper, The Charter for Social Housing Residents, which set out a vision for safer, fairer, and more transparent housing services. The Regulator of Social Housing is responsible for overseeing compliance with these new standards.

Tenant Satisfaction Measures  Results

2023-24

See the results of the TSMs for 2023-24.

2024-25

See the results of the TSMs for 2024-25.

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

  • 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.

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.