Tenant Satisfication Measures 2024

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How we completed our Tenant Satisfaction Measure (TSM) surveys with our customers

We partnered with CX feedback and their survey partner, PEXEL, to carry out our tenant satisfaction measures (TSM) surveys via telephone calls with our customers. During the initial stages of progressing our survey approach we tried several ways of collecting customer responses, including SMS and email. However, it was decided that surveys completed via telephone calls would be our sole collection method. Telephone surveys not only enabled us to talk directly with our customers but also provided us with a greater opportunity to understand customer experiences.

The rental customer surveys were completed between 30 May 2023 and 28 March 2024. The shared ownership customer surveys were completed between 27 July 2023 and 12 March 2024.

A monthly sample of customers was sent to CX feedback and to PEXEL, who contacted and spoke to customers to carry out the surveys. This sample was selected based on the month the customer’s tenancy started. For example, all calls made in March were to customers where their tenancy start date was March in a previous year.

All customers living in homes owned and managed by us were included in the samples.

The  completed surveys are largely representative of age band, geographical region, which type of housing and services the customer receives, and needs category. A breakdown of this can be found in the graphs below.

No households were removed due to the exceptional circumstances outlined by the Regulator. This includes customers who share one or more protected characteristics under the Equality Act 2010 or face barriers such as language, visual impairment, or lack of access to digital media.

The total number of surveys completed this year were very slightly lower than the Regulator’s TSM requirements. We completed 2,207 with rental customers, however around 2,211 completions would be expected for a landlord of our size. We completed 506 with shared ownership customers, however 522 would be expected for a landlord of our size.

We have taken steps to increase that number for the 2024/25 TSM survey and are aiming for 2,300 rental customer completions and 550 shared ownership customer completions.

 

Survey Example