Tenant Satisfaction Measures

We have been  monitoring similar measures for several years. This helps us to understand what matters most to customers, where we are doing things well, and where we need to improve. The findings help to shape our improvement plans for the year ahead.  

Now that the Regulator of Social Housing requires all social landlords to collect this information, we will be able to compare our performance to other similar landlords once the Regulator publishes this information la ter in 2024.   

We will also look at trends in our own performance year on year once we have another year of data available.   

We will publish our findings, the actions we are taking in response and the outcomes from this survey online and in our tenant newsletter.  

We are grateful to the 1 , 52 5 residents who took part in our 2023/24 survey. Your feedback is invaluable to us and helps us to improve our services.  

In 2023/24, we exceeded the minimum regulatory requirement for both Low-Cost Rental Accommodation (LCRA) and Low-Cost Home Ownership (LCHO) response numbers . We achieved a +/-2.7% confidence interval for Low-Cost Rental Accommodation , and a +/-4.3% for L ow-Cost Home Ownership . This means that we can be confident that our results represent our wider customer base.  

We use a stratified random sample to ensure feedback is gathered and is representative of residents across various tenures, property type and regions.

We review the findings of the survey to consider whether our services are fair and accessible to all customer groups. This includes considering all protected characteristics as well as property type and geographical area. Through key driver analysis of previous surveys, we identified age, gender and disability as key customer groups and have therefore ensured our sample is representative of these. 

No weighting was applied to the results and no customer groups were excluded from the sample. Customers can however choose to ‘opt out’ of receiving the survey .   

Please click here to view a breakdown of our survey information.

We do not currently offer an incentive for completing the survey; however, we will review this on a regular basis to ensure that we are meeting the required sample size.

Our survey is conducted on a rolling monthly basis, meaning residents can be invited to participate at any time throughout the year. We chose to conduct the survey monthly to ensure we capture the most up-to-date views and can respond swiftly to your feedback.  

Survey results are reported internally each month, with a deeper dive conducted quarterly to help focus on areas where improvements are needed. We have also carried out year-end analysis of the results (looking at April 23 – March 24). Findings from this have been shared with our Risk and Audit Committee, and our results have been submitt ed to The Regulator of Social Housing.  

We also have robust measures in place to identify and address any safeguarding issues highlighted from the survey , as well as concerns relating to damp and mould.

In 2023/24, IFF Research carried out the Tenant Satisfaction Measures survey on our behalf.   

However, from July 2024 onwards, we transitioned to a new survey provider. Online surveys will now be sent via email from CX Feedback, while telephone surveys will be conducted by CX Feedback’s partner provider, Pexel .  

We made this switch to consolidate all our survey results in one platform, improving our performance monitoring.  

To find out more about CX Feedback, please click here: https://cx-feedback.co.uk/  

To find out more about Pexel , please click here: https://www.pexel.co.uk/  

To ensure we capture a wide range of views, we use a mixed methodology for collecting the Tenant Satisfaction Measures.  

In 2023/24, 989 surveys were completed via telephone, 449 were completed online via email, and 87 were completed face-to-face by Regenda.   

This approach allows us to gather feedback from a wide range of customers, ensuring our results accurately reflect the diverse voices within our communities.  

We will continue with this approach throughout 2024/25.  

We ask a series of questions set out by the Regulator, which have to be asked a specific order and use specific wording to enable comparison amongst landlords .  To find out more about this, please click here ( Annex 5: Tenant Survey Requirements (publishing.service.gov.uk)  

The below table outlines the satisfaction results from residents living in Low-Cost Rental Accommodation only (LCRA). LCRA includes general needs, supported housing, Housing for Older People, intermediate rent and temporary social housing.  

Benchmark data is from the HouseMark year-end Tenant Satisfaction Measures report and is based on Low-Cost Rental Accommodation only, there is none available for Low-Cost Home Ownership. HouseMark collected data from 221 English landlords choosing to submit year-end TSM results for the period April 2023 to March 2024. This included 118 Housing Associations and 103 Local Authorities.  

 Low-Cost Home Ownership — Q1 results (April 2024 — June 2024)

The below table outlines the satisfaction results from residents living in Low-Cost Home Ownership only (LCHO). LCHO includes shared ownership properties (which have not been fully staircased ) . There are no mid-year benchmarking figures available. 

TSM Management Information Q1 results (April 2024-June 2024)