Tenant Satisfaction Measures 2024/25

In 2023, the Regulator for Social Housing (RSH) introduced a set of 22 performance measures to assess how you, our tenants, feel about us as your landlord and how you think we can improve.

These performance measures are known as Tenant Satisfaction Measures (TSM's).

What information are we collecting?

The TSM's are designed to evidence that:

You feel safe in your home

You know how we are performing as your landlord

You have your complaints dealt with promptly and fairly

You are treated with respect

You have your voice heard

You have a good quality home and neighbourhood to live in

An independent company surveyed 1,011 of our tenants by telephone or email between 18 September 2024 and 30 September 2024. Using a sampling approach, tenants were randomly selected, making sure that our tenant base was representative.

TSM Standard | Gov.uk TSM Standard | Gov.uk

Our summary of approach

Summary of achieved sample size (number of responses)

At the time of undertaking the survey, we had 8,762 occupied LCRA dwellings (of 8,894 owned LCRA dwellings) and a tenant base of circa 10,800 tenants. At year end we owned 8,928 LCRA in total as we had acquired/built 46 homes from 1 September 2024 (at the time of planning the survey). On this basis, the minimum number of responses required was 953 to achieve a margin of error +/- 3% at a 95% confidence level. Overall, 1,011 responses were gathered, which means the minimum level was exceeded (Appendix 1).

Timing of survey

The survey was completed between 18 September 2024 and 30 September 2024.

Collection method

The survey was conducted by telephone and email.

Sample method

Probability sampling was adopted with every household being included in the survey population, meaning that all households had a chance of being surveyed by the external survey provider (Pexel Research Services).

Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed)

Within the population of all households, random stratified sampling was used to achieve a more balanced representation by age, geographical location, tenure type, ethnic origin, dwelling type and property type. Further information on this is provided at Appendix 2.

Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)

No weighting was required as the sample achieved was fully representative.

The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures

CX Feedback by Target Applications Ltd were appointed to generate and set up the Tenant Satisfaction Measures (TSM) Perception survey based on the Regulator of Social Housing’s guidance.

A dataset containing a full population of households was provided to CX Feedback containing various types of data to ensure representation. An extract from the survey report from CX Feedback on the approach is provided at Appendix 1.

Pexel Research Services who abide by the Market Research Code of Conduct, ESOMAR, CASRO and have ISO 20252 accreditation was appointed to conduct a telephone survey and email survey during the period 18 September 2024 to 30 September 2024.

The questions asked were those provided by the Regulator of Social Housing for the TSM survey and followed and fulfilled the principles set out in the TSM Survey and Technical Requirements guidelines.

The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph 63 with a broad rationale for their removal

The survey was conducted by telephone as this was recognised as the most effective method to generate responses that met the sample size and a more accessible option overall. Customers unable to communicate via telephone call were invited to complete the survey via email. We removed one household from the relevant population as the customer indicated that they did not wish to participate in the survey regardless of the alternative methods available.

Reasons for any failure to meet the required sample size requirements summarised in Table 5

Not applicable, the required sample was met.

Type and amount of any incentives offered to tenants to encourage survey completion

No incentives were offered to tenants to encourage survey completion.

Any other methodological issues likely to have a material impact on the tenant perception measures reported

There were no methodological issues experienced.

Internal performance measuring

Whilst we have not completed other perception surveys that include the tenant satisfaction measures, we have used similar questions in transactional surveys of those using the service(s). The results enable us to react quickly to ‘live’ survey responses to improve services. These are monitored within our internal performance management framework.

View full appendices

View full tenant satisfaction questionnaire

There are 22 tenant satisfaction measures, covering five themes. Twelve of these measures are collected from tenant perception measures, ten of these are generated by management information.

Our 2024/25 perception survey responses are as follows: