Tenant Satisfaction Measures for 2024/25: Corporate Trusts

We have run surveys for many years, as well as having many other ways of listening to residents’ views. This helps us to understand what matters most to residents and influences where we focus on making improvements.

We build the Tenant Satisfaction Measures (TSMs) into our regular surveys. As the TSMs are now a regulatory requirement for all social landlords in England, it means we, and our tenants, will be able to compare how we perform against others.

We will also be able to track changes in performance over time. Importantly, the TSMs inform the Regulator of Social Housing about how we are complying with the Regulatory standards for landlords. 

Who do we ask? 

Survey participants from our Corporate Trusts are selected at random, making sure that there is a representative sample by age group and region.  

How do we survey?

We use a specialist research partner, Acuity Research & Practice, to conduct our satisfaction surveys of Corporate Trusts via telephone and online. 

When do we survey? 

For our Corporate Trusts, we used a single survey conducted in March 2025. 

What do we ask? 

We ask a set of questions set out by the Regulator of Social Housing, which have to be asked in a specific order and use specific wording to enable comparison to other landlords. The regulator’s guidance is here. 

More information about how we conduct the surveys to gather Tenant Satisfaction Measures is detailed in the tables below.

Rationale for choice of survey method (for tenant perception measures)

For our TSM resident satisfaction surveys, we predominantly used a telephone-based survey approach. This decision was primarily informed by the demographics of our resident population and our desire to maximise response rates.

The majority of our resident satisfaction surveys are conducted in this manner (excluding care home residents), as we believe that a telephone-based method enhances response rates and minimises potential barriers associated with other methods.

Utilising telephone surveys has historically enabled us to promote higher levels of engagement and maximise accessibility. In particular, by contacting tenants at different times and days of the week, and by giving tenants the option of having a call-back arranged, it allows tenants to complete the survey at a time which is convenient for them. Speaking to residents directly allows us to clarify any queries, and provide assistance, ensuring that residents feel supported throughout the process. Online/digital surveys were also utilised for Corporate Trust residents which had a positive impact on the response rate achieved by increasing accessibility and providing more choice for residents.