Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures (TSMs) have been introduced by the Regulator of Social Housing in England to assess how well landlords are doing in providing good quality homes and services.

The measures focus on five key themes:

1. Keeping properties in good repair;
2. Maintaining building safety;
3. Respectful and helpful engagement;
4. Effective handling of complaints;
5. Responsible neighbourhood management

There are 22 measures, 12 of these measures come directly from one of our customer feedback surveys, 10 come from information we hold in our systems on our operational activity.

These measures have been designed to drive up standards and improve the quality of social housing by ensuring housing providers are accountable for the services delivered to customers.

What do our results tell us?

We have been monitoring our performance on similar measures for a number of years, which helps us to understand what matters most to our customers and influences what goes into our improvement plans.

With TSMs now being a regulatory requirement for all social landlords, we will be able to compare our performance to others when the regulator publishes all landlord’s results later in 2024. During the second year of TSMs collection we will also be able to share further details around how trends in performance change year on year.

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 reminders 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 your 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.