TSMs are a set of perception-based and management-information measures introduced by the Regulator of Social Housing. From April 2024, all registered social landlords must collect, publish, and submit them annually.

GovMetric provides a TSM Survey Programme built on the CX platform. It includes compliant survey design, digital-first delivery, automated reminders, verbatim analysis, dashboards, and benchmarking against peers.

Please contact us directly here to find out more about buying GovMetric's TSM services.  

You can find more information about buying GovMetric's TSM services through Government's Digital Marketplace (G-Cloud) here.

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GovMetric goes beyond compliance. Landlords gain:
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• Reduced cost and admin compared to traditional market research agencies.
• Real-time oversight of tenant satisfaction, not just an annual snapshot.
• Actionable insights that link complaints, repairs, and service interactions to TSM results.
• Benchmarking against other housing providers, showing where you lead or lag.
• Evidence for boards and regulators that issues are addressed promptly and systematically.
• Improved tenant trust when satisfaction trends are visible and acted upon.tavia, and a citizen tracking portal.

Yes. Dedicated features enable elected representatives to raise, track, and resolve enquiries. Tenants get more opportunities to share their views, easier survey access through digital channels, and confidence that their voice feeds directly into compliance reporting and service improvements quickly, with templated responses and dashboards for oversight.

Yes. Surveys are fully aligned to the Housing Regulator’s requirements, including the 12 perception-based questions. The programme also ensures correct sampling, representativeness, and auditability.

Primarily through digital-first channels (email, SMS, web), with managed reminders and opt-outs.

AI-based Outbound Telephone call surveys and postal surveys are used where needed to meet sampling standards.

Beyond raw compliance, GovMetric provides:  • Real-time dashboards  • Automated text and sentiment analysis  • Alerts on negative feedback  • Task management to track follow-up actions  • Benchmarking against other providers

Yes. You can benchmark your TSM results against other social housing providers in the GovMetric community at no additional cost.

Absolutely. While TSMs are the regulatory baseline, GovMetric also captures transactional feedback (e.g. after repairs), continuous “always-on” feedback, and complaints, providing a richer picture of tenant experience.

Data is visible from the very first survey return. You won’t need to wait months for a market research report—dashboards update in real-time.

GovMetric puts landlords in control of their data, reduces reliance on external agencies, provides lower-cost continuous feedback, and links TSMs to wider citizen experience management.

The GovMetric team manages the programme end-to-end, ensuring compliance, quality control, and representativeness, while giving your organisation access to the live data at all times.

All data is hosted in the EU or UK on secure AWS infrastructure, encrypted at rest and in transit, and never used to train AI models.

Yes. GovMetric offers banded, transparent pricing that works for housing providers of all sizes—from small associations to the largest landlords.