All social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs).
The measures form part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services.
How this affects tenants
The measures are aimed at helping improve standards for people living in social housing by:
- letting tenants see how well their landlord is doing and to hold their landlord to account
- giving the regulator an insight into which landlords might need to improve things for their tenants.
How our performance will be measured
TSMs are designed to see how well landlords:
- keep properties in a good state of repair
- maintain building safety
- engage with tenants
- handle complaints.
There are 22 TSMs, which include:
- 12 tenant perception measures (TPMs)
- 10 management information measures (MIMs).
Tenant satisfaction surveys
We have commissioned an independent company called BMG Research to carry out our new tenant satisfaction survey.
BMG is a market research company that specialises in the social housing sector and has also partnered with the government to develop these satisfaction measures. BMG has also delivered TSM surveys for other councils and we hope to gain best practice knowledge from them.
BMG completed the first round of surveying in November 2023 and will be working on the second round by contacting council housing residents between 5 February and 24 March 2024.
How is the survey being carried out?
BMG will contact residents by telephone, email, text message and face-to-face.
Who will be surveyed?
Both council housing tenants and leaseholders will be surveyed through the process of random sampling.
Because the survey is based on sampling, not everyone will receive a survey link. BMG will not contact residents who completed the survey in November 2023.
BMG will send online surveys via email or text message with two reminders sent to those who don’t respond.
Telephone interviews will then be used to achieve the final sample.
Additional face-to-face engagement will be used amongst tenants to gather feedback from some tenants who have told us they do not wish to engage online or by telephone.
How long will the survey take?
The survey will take around 10 minutes to complete.
Is the survey confidential and anonymous and is it in line with data protection standards?
All individual responses will be treated by BMG in the strictest confidence and residents won’t be identified in any information.
BMG Research will not pass on any resident information unless the resident respondent has given their permission. BMG Research abides by the Market Research Society code of conduct at all times.
Read the BMG privacy notice if you want to know more about what is done with the information collected.
Who can residents contact for more information?
Contact BMG Research if you have any questions or need help to complete the survey. You can call them on 0800 358 0337.
Alternatively, our H&F contact is Daniel Miller. You can contact him on 020 8753 6652 or by email at getinvolved@lbhf.gov.uk