The Regulator of Social Housing’s Tenant Satisfaction Measures (TSMs) came into effect in April 2023. The TSMs are intended to help tenants to hold their landlords to account in areas that are important to them. There are 22 mandatory TSMs, 12 of which are based on perception surveys with a sample of tenants.
For 2025-26 we re-commissioned an independent company to complete perception surveys with Opendoor Homes tenants. The table below shows the 2025/26 scores for the perception TSMs, compared to 2024/25.
Thank you to everyone who took the time to complete a survey and give feedback about Opendoor Homes.
2024/25 key drivers |
2025/26 key drivers |
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What has the survey feedback told us?
We have identified the main issues shared in comments given by tenants who completed a survey in 2025/26 that are relevant to the ‘key driver’ areas. The table below shows these areas and the specific concerns of tenants in each area that we need to address through service improvements.
Area |
Specific concerns from survey responses |
| How well we make a positive contribution to your neighbourhood | · Poor cleaning of communal areas and grounds
· Anti-social behaviour (ASB) issues in neighbourhood |
| How well we keep you informed | · Lack of communication about repairs and time taken to complete them
· Communication issues e.g. lack of updates/ follow-ups |
| Agreement we treat tenants fairly and with respect | · Feeling ignored/ dismissed e.g. report issues but lack of action
· Not feeling heard during ASB cases |
This survey analysis will be used along with complaints themes and other insight to update our service improvement plans. If you would like to share any further feedback with us about the areas listed above or be involved in shaping our improvement plans, please email customercare@opendoorhomes.org.