Tenant Satisfaction Measures (TSM)
All social housing landlords, including us at Ocean, are now required to survey their tenants and residents using a set of questions called Tenant Satisfaction Measures (TSM). These are designed by the Regulator of Social Housing to assess how well landlords in England are delivering quality homes and services.
Want to learn more about TSMs and what they mean for you as an Ocean tenant? You can find all the details on the Regulator of Social Housing website.
How do we complete the survey?
Ocean works with research company, IFF Research. We ask a range of questions to get an understanding of what tenants think we are doing well and where we could improve, so that we can evolve and develop our services.
Ocean Housing is required to complete a minimum of 526 surveys per annum among Low Cost Rental Accommodation customers to meet a +/-4% confidence interval.
Ocean Housing completed all surveys by telephone using a "rolling survey" over 11 months.
We use a quota sampling approach, based on agreed characteristics, to represent the profile of the full tenant population. Quotas were set for age group.
Our annual TSM results for 2024/25 can be found in the infographic above. The data includes a mix of tenant perception and management information and is based on the industry standard NROSH calculation.