Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing in England to assess how well social housing landlords are performing from the tenants' perspective. 

They cover five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective handling of complaints, alongside an additional measure for overall satisfaction with landlord services. All information must be accurate, reliable, and valid to provide a true and clear reflection of how we’re doing. 12 of those 22 measures are direct feedback from you, our customers. 

TSMs are designed to: 

• Help tenants understand how well their landlord is doing
• Allow comparisons between landlords
• Hold landlords accountable for the quality of homes and services they provide

Approach 

IFF Research have been commissioned to conduct this research in accordance with guidance provided by the Regulator of Social Housing on behalf of One Manchester. IFF Research is an independent research agency with extensive experience in gathering robust customer feedback for a wide range of sectors. 

Sampling 

IFF use a stratified random sample approach based upon our internal data.  All factors referenced by the Regulator of Social Housing (RSH), (stock type, age, ethnicity  property or household size, area, or estate) were considered before agreeing upon the below quota: 

• Age
• Ethnic group
• Area
• Tenure
• Property type 

Method  

The survey is conducted monthly by telephone and online via email invitations. This mixed methodology supports inclusivity and flexibility for survey completion.

Rationale of approach

Rationale of approach:  The Regulator requires providers to ensure, as far as possible, that the survey responses used to calculate the perception TSMs are representative of the relevant tenant population. 

The sample needs to be representative otherwise perception measures will be biased estimates of the satisfaction score for the relevant tenant population.   We use a quota sampling approach which reflects our entire customer population to ensure that there is there is no material under/over-representation of tenant groups (compared to the relevant tenant population) that is likely to affect calculated satisfaction scores. 

We choose this approach as it allows us to gather ongoing key insights into the customer experience, identify drivers of dissatisfaction and take action to improve the services provided to customers. This approach allows us to understand satisfaction and dissatisfaction by segments within the entire population.   

Other information

We decided not to incentivise participation to allow customers to express the views freely.  “Alerts” have been created to identify serious issues that have been disclosed during the survey or where the interviewer identifies a safeguarding issue. These alerts are passed to our Customer and Homes Teams to take the necessary course of action.