The Tenant Satisfaction Measures (TSM) Standard mandates that all registered providers must conduct annual tenant perception surveys, as required by the Regulator of Social Housing. The primary goal of TSMs is to enhance transparency in landlord performance and empower tenants to hold their landlords accountable.
The Tenant Satisfaction Measures we reported show how we performed from April 23 to March 24. There are 12 questions that tenants answer to give their opinions on things like overall satisfaction and how safe they feel in their homes. We get these results from surveys we conduct with our customers. In addition to these questions, there are 10 performance measures that look at building safety, repairs, complaints, and anti-social behaviour. We collect this information from our systems.
The table below displays the Lower, Median, and Upper Quartile figures, providing insight into the performance of other organisations within the industry. By comparing our own performance against these benchmarks, we can gain a better understanding of how we compare.
You can read the full report here - Resident Satisfaction Survey Report 2023
Rationale
For the 2023/24 survey, we framed the rationale around the following points for choosing a 100% telephone survey method:
- Accessibility and Inclusivity: Telephone surveys ensure accessibility for all tenants, especially those who may not have internet access or digital skills, which aligns with our goal of reaching a broad and representative sample.
- Engagement and Data Quality: Direct interaction over the phone tends to enhance engagement, allowing participants to ask clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
- Response Rates: Historically, telephone surveys have yielded higher response rates than other methods within this tenant demographic, maximizing the robustness of our data and ensuring the results truly reflect the tenant base.
- Reliability and Consistency: Maintaining consistency with previous years' methodologies allows for more reliable trend analysis. A telephone-based approach helps ensure the comparability of responses across survey years, supporting more insightful year-over-year analyses.
- Digital Options: While we primarily used a 100% telephone approach, residents were given the option during the call to request the survey be sent to them digitally if they preferred. This option was available to all residents, enabling them to respond in the way that best suited their needs.
You can read our TSM Summary of Approach & Information here - TSM Summary of Approach
Results Summary - Tenant Satisfaction Measures year-end report (2023/24)
Results Summary - Management
