What are the TSMs
In April 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs), to help social housing tenants see how well their landlord is performing compared to other organisations. There are 22 measures, covering 5 themes. The data is collected through management information and a resident survey. Ten of these are measured by landlords’ existing information, and twelve are measured by landlords carrying out tenant ‘perception surveys’ which ask people to share their experiences and opinions. You can read the full list of TSMs here.
What did we ask?
We asked a set of questions set out by the Regulator, which have to be asked in a set order and using specific wording – to help residents compare the results.
You can read the survey we used to calculate the TSM measures here.
If you took part, thank you for sharing your views. This provides us with an accurate picture of how our residents view our services and where we can improve. Residents are not offered incentives to take part.
Our results
Please see the charts below to see how we are doing and how we compare to similar housing associations:
Where concerns were raised, we followed up with residents to understand more and put things right. Where we received positive feedback we passed it onto the relevant teams.
Next steps
From April 2024 we will be working hard to improve our services based on the results of our last TSM survey:
- Listening and acting upon your views
- Improving satisfaction with the way we handle complaints and reports about anti-social behaviour.
- Keeping your communal areas clean and well maintained
- Resident engagement and having a positive contribution to your neighbourhood
How did we collect the TSM information?
For 2023-24, the survey responses (for what is known as “low cost rental accommodation”) needed to meet set requirements. For the questions about resident satisfaction, we used a partner called Acuity Research and Practice (ARAP) to survey some residents and completed the rest of the surveys needed ourselves, via members of staff, who were trained and provided with details of how to conduct the survey in accordance with the TSM requirements.
This is set out below:
|
|
Percentage of surveys completed |
|
Acuity Research (ARAP) |
52.4% |
|
In-House |
47.6% |
We used what’s called “a statistically valid sampling approach”, so from our 5,811 low-cost rental accommodation homes, and to achieve a minimum overall accuracy of +/- 4% at a 95% confidence interval, we needed to complete a minimum of 545 surveys. The margin of error means the degree of uncertainty that the survey results may have and a confidence interval means how much the survey results change compared to if all residents were surveyed. The lower the margin of error and the closer to 100% for the confidence interval will give a more accurate picture of the perception of all residents.
We completed 605 surveys between October 2023 and January 2024, 80.7% by telephone and 19.3% in-person, giving a margin of error of 3.8%. As part of the sampling, we used representative methods for stock type - this had no weighting applied to the results. We opted to use both telephone and in-person surveying in recognition of the fact that we may not have been able to make contact with residents via the telephone. Also, based on previous feedback from residents, some people prefer talking to us face-to-face as this allowed for any other issues that they were experiencing to be raised and logged accordingly.
From the population, 697 residents were excluded under permissible exceptional circumstances on the basis that residents are likely to provide a meaningful response to the vast majority of the TSM questions.
