Tenant Satisfaction Measures

The Tenant Satisfaction Measures (TSMs) are made up of 22 performance indicators.

All social housing providers are required to report on these measures by the Regulator of Social Housing.

The measures

The measures are split into two parts:

• 10 performance measures based on management performance information
• 12 tenant perception survey measures
  
  

These measures are broken down into the following five themes:

• Keeping homes in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management

The 12 tenant perception survey measures are collected from both our rental and homeownership customers.

In the reports, these are called low-cost rental accommodation (LCRA) and low-cost home ownership (LCHO).

Our approach

We choose a census approach to collect the tenant perception measures. That means we collect responses from all our customers and not just a smaller group to represent them. This ensures we capture the feedback from all customers to provide complete and accurate insight without relying on statistical generalisations.

We do this by including the regulated tenant satisfaction measures (TSMs) as part of our annual customer conversations. Our face-to-face approach is only used by a small percentage of other housing associations and the majority use a telephone collection method. We have chosen our approach for a number of reasons:

• We have a well-established neighbourhood coaching model where annual conversations are already embedded into our ways of working. We want to strengthen our conversations with customers and by incorporating the measures we’re able to have even more meaningful engagement.
• The insight we receive through the collection of TSMs and annual conversations is one of the foundations underpinning our broader customer engagement approach to ensure we listen to and act on feedback where it matters most.
• Using our existing teams means we are not incurring additional costs by using additional resource or external providers to collect the information- keeping costs down and delivering value for money.
• We’re able to address barriers to participation and deliver a fully inclusive approach with a good representation of responses.

We do recognise that by using a face-to-face method the results could be considered to not be as objective as those obtained through more anonymous methods such as online or postal surveys. Our DNA however encourages neighbourhood coaches to have honest and transparent conversations with customers and we believe our feedback reflects this. It also allows us to act quicker on feedback where customers give us permission to follow up on specific concerns.