2024/2025 Tenant Satisfaction Measures (TSMs).
What do our results tell us?
Thank you to everyone who took the time to share their views. Your feedback helps us understand what matters most to you and where we need to do better.
Many of you told us that you value Tuntum but want to see improvements in key areas like repairs and communication. We’re using this feedback to shape our next steps and will keep you updated on the changes we’re making. Overall 71% of you told us that you are satisfied with the service we provide, we were really pleased to see this improvement from last year.
Key areas of improvement have been: ASB handling, Repairs satisfaction and Satisfaction with communal areas. Key areas for improvement Complaint handling and customers feeling listened to.
Our survey
We run a perception survey annually to understand how customers feel about the services we provide. Within this survey we capture your responses on the Tenant Satisfaction Measures.
The first year of formal TSMs data collection started 1st April 2023, and we have reported the full year (April 2023 – March 2024) performance to the Regulator.
This survey was carried out by our research partner, M.E.L Research to collect, generate and validate the perception measures.
This feedback is used to drive our improvement plans, influence decision making and enable our customers to check in on our performance.
Your opinions matter to us. We dedicate time to reviewing your comments to understand how you feel and what we need to do differently. Where customers respond with dissatisfaction we aim to follow up directly so we can put things right.
Our approach
Data collection took place in January and early February 2024; general needs, sheltered and supported tenants were all given the opportunity to share their views. These tenures are all classed as Low Cost Rental Accommodation and therefore are in scope for the TSMs.
A mixed method (telephone and online) approach was used. Initially, tenants were contacted by telephone to take part. In the second week of fieldwork those yet to take part, for whom an email address was known, were sent an email providing details of how to complete the survey online. This was followed by 2 reminder emails to maximise participation.
All survey respondents were offered the opportunity to be part of a prize draw for three £100 vouchers.
In total we heard from 337 tenants, from a population of 1473. This provides data with a maximum margin of error of +/-4.7%. This is within the +/-5% margin of error required by the regulator for our stock size.
192 of the surveys were completed by telephone (57%) and 146 (43%) were completed online.
While the profile of the telephone interviews was controlled to ensure that this was representative, the overall (telephone and online) data set has been weighted, by these variables:
- Tenure type
- Property type
- Local authority
- Ethnicity
This weighting ensures that the results reported are from a fully representative sample of Tuntum Housing tenants. You can click the below to see the illustration of the summary of representativeness.
The TSM technical guidance prescribes which questions have ‘don’t know/not applicable’ options and which do not. In line with this guidance, where ‘don’t know’ responses were possible, these responses have been excluded from the sample base/scoring in this report.
Overall satisfaction with the service provided by us is 71%
To see the survey that we used for 2024/2025, please click here
To view all of this data in a downloadable document, please click here
