Tenant Satisfaction Measures - Explaining our data
The Tenant Satisfaction Measures (TSM) Standard requires us to do tenant perception surveys to generate and report TSMs annually as set out by the Regulator of Social Housing.
TSMs aim to make landlords’ performance more visible, allow comparison with other previous years, other providers and help tenants hold their landlords to account. They include 22 specific measures: 10 management information measures and 12 satisfaction measures.
The TSMs add to our understanding of how we’re doing and what our customers think of the services we provide. The satisfaction measure surveys were completed by a random sample of customers who may or may not have received services in the last year.
The method used to gather this information by IFF-Research, is detailed below, in line with requirements set out by the Regulator for Social Housing.
| Sample size? (number of responses) | 1342 |
| Timing of survey | Conducted quarterly between 13 June 2024 and 31 March 2025 |
| Collection method(s) | Telephone and Online (via e-mail invitation) |
| Sample method | A stratified sampling approach based on the profile of our low-cost rental accommodation customers |
| Summary of the representativeness of the sample against the relevant tenant population | We want to make sure we're listening to all our customers equally. The sample size reflects our tenant population in terms of age, ethnicity, gender, property type and tenures of affordable and social housing |
| Weighting used? | No weighting has been applied |
| External contractor used? | IFF-Research has carried out these surveys independently on our behalf |
| Number of tenant households excluded? | No tenant households were excluded due to exceptional circumstances as described in paragraph 63 of the TSM guidance from Regulator of Social Housing |
| Sample size requirements? | 555 was the minimum sample required from population of 7348 low-cost rental accommodation tenants. We exceeded this requirement surveying a total of 1342 |
| Any incentives offered to encourage survey completion ? | No incentives were offered to complete this survey, and it was carried out independently by a third party |
| Questions asked? |
12 x regulatory TSM perception questions Read full script here TSM survey 2024 to 2025 script.pdf [pdf] 562KB |
| Any other methodological issues likely to have a material impact on the tenant perception measures? | None |