This metroSTOR webinar will explore how housing providers can strengthen performance against the Tenant Satisfaction Measures (TSMs) linked to neighbourhood management, including communal area upkeep, local environmental quality and anti-social behaviour.
With expectations rising and regulatory focus increasing, this session brings together board-level, strategic and operational expertise to help organisations improve outcomes for residents.
How can landlords deliver cleaner, safer and better managed neighbourhoods under the TSM framework?
In this webinar, Nigel Deacon from metroSTOR is joined by sector leaders David Done OBE, Emily Rae Baines and Elly Dix to examine the TSMs relating to Responsible Neighbourhood Management:
- TP10: Satisfaction that the landlord keeps communal areas clean and well maintained
- TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods
- TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour
- NM01: Anti-social behaviour cases relative to the size of the landlord
These measures reflect issues that have a direct impact on how residents experience their homes and communities. With new demands on estates including electric charging and increased outdoor storage needs, the pressure on communal areas is growing. Providers therefore require a clear strategy that supports both resident satisfaction and regulatory assurance.
The session will outline why these TSMs matter, how sector expectations are evolving and what landlords can do to strengthen performance through better infrastructure, partnership working and long-term planning. Speakers will share strategic context, regulatory insight and practical examples from estate-level delivery.
About the event
Date: Thursday 29th January 2026
Time: 11:00am – 12:00pm
This webinar will give housing providers a structured overview of the four Neighbourhood Management TSMs, supported by board perspective, regulatory context and operational case studies. Attendees will gain insight into how to improve satisfaction, reduce neighbourhood-related risks and plan for future demands.
Hosted by metroSTOR, this one-hour session is designed for social landlords, local authorities and housing professionals who are responsible for neighbourhood management, resident experience and service improvement.
Who should attend:
- Social landlords and housing managers
- Local authority housing and neighbourhood teams
- Compliance leads, performance managers and board members
- Professionals responsible for ASB, estate services and resident satisfaction
What you will gain:
- A clear understanding of TP10, TP11, TP12 and NM01, and how they link to wider regulatory expectations
- Insight into strategic oversight for boards, including long-term planning for estates and future infrastructure demands
- Guidance on effective estate management, including environmental quality, ASB handling and cross-team collaboration
- Practical examples from a live case study showing how improvements translate on the ground
- Access to a self-assessment tool to support strategic review and local action planning
Background information on Tenant Satisfaction Measures:
The Regulator of Social Housing introduced Tenant Satisfaction Measures to assess how well social landlords perform. There are 22 measures in total. Ten are measured directly by landlords (for example gas safety checks and repairs), and twelve are measured through tenant perception surveys.
Themes include:
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety
- Safety checks
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
Landlords with more than 1,000 homes must carry out tenant perception surveys annually. Evidence collection for TSMs began in April 2023, with reporting from summer 2024.
About the speakers:
David Done OBE
Former CEO, Board Chair, NED and Advisor
LinkedIn: David Done OBE
David Done OBE is Chair of Gateway Housing Association and brings over 40 years of sector experience, including 23 years as Group CEO at Richmond Housing Partnership. He offers extensive board-level insight into governance, performance oversight and long-term planning for neighbourhood-related outcomes. In this session, David will set the wider strategic context for the TSMs relating to communal areas, why their importance will continue to grow and how strong board leadership shapes satisfaction, cost efficiency and compliance.
Emily-Rae Baines
Founder and Director, Golden Thread Housing
LinkedIn: Emily-Rae Baines
Emily-Rae is Founder of Golden Thread Housing Solutions, an organisation dedicated to creating practical solutions for social housing providers. She is a senior housing professional with a strong record of embedding tenant voices into strategic decision-making and driving meaningful service improvement. A former Housing Heroes New Professional of the Year (2017), she has held leadership roles at the London Borough of Brent, including Head of Housing and Neighbourhoods and Head of Affordable Housing and Partnerships, overseeing housing management, new-build delivery, and strategic partnerships.
In this session, she will provide a local authority perspective on the TSMs, offering insight into regulatory expectations and showing how partnership working and forward planning can strengthen neighbourhood management and resident satisfaction.
Elly Dix
Head of Estates and Services, Citizen Housing
Elly Dix is Head of Estates and Services at Citizen Housing, where she leads estate management, environmental services and frontline teams responsible for keeping neighbourhoods safe and well maintained. Her work centres on improving communal areas and resident experience. For this webinar, Elly will present a practical case study showing how the Neighbourhood Management TSMs are delivered operationally, with insight into estate services, ASB response and resident engagement.
