Our approach to collecting feedback for the Tenant Satisfaction Measures 2024/25

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?

Not all our residents are included within the TSMs as they only apply for our Low Cost Rented Accommodation (LCRA) and our Low Cost Home Ownership (LCHO).

Survey participants 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 via telephone, online and through the post.

Of the 2,851 responses for Low Cost Rental Accommodation, 2,545 were by telephone, 10 via the internet and 296 by post.

Of the 516 responses for Low Cost Home Ownership Accommodation, 74 were by telephone, 117 via the internet and 325 by post.

When do we survey?

For our Low Cost Rented Housing, we survey monthly and the results cover the period 02/04/2024 to 21/03/2025.

For our Low Cost Home Ownership, it was a single survey conducted 09/01/2025 to 28/03/2025.

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.

Download the questions we used in our Low Cost Rented Accommodation and Low Cost Home Ownership

Download the questionnaire we used in our Low Cost Rented Extra Care housing

Further details about how the surveys are conducted

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

Regulatory Requirement for Publishing Methodology	Low Cost Rented Accommodation	Low Cost Home Ownership
Summary of achieved sample size	2,851 responses	516 responses
Timing of survey	Rolling survey approach (monthly) - 02/04/2024 to 21/03/2025	One off - 09/01/2025 to 28/03/2025
Collection methods	Postal, online and telephone	Postal, online and telephone
Sample method	Random stratified with quotas	Census
Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)	Unweighted	Unweighted
The role of any named external contract(s) in collecting, generating, or validating the reported perception measures	Acuity Research & Practice collected the information and generated and validated the results	Acuity Research & Practice collected the information and generated and validated the results
The number of tenant households within the relevant population that have not been included in the sample frame due to exceptional circumstances	Not applicable	Not applicable
Reasons for any failure to meet the required sample size	Not applicable	Not applicable
Type and amount of any incentives offered to tenants to encourage survey completion	N/A	N/A
Any other issues likely to impact on the tenant perception measures reported	N/A	N/A

Low Cost Rented Accommodation (LCRA) Representativeness

Representative checks were carried out to ensure that the survey was representative of the tenant population as a whole. The characteristics by which representativeness was determined were:

Age Group	Population	Sample
0-24	0%	0%
25-34	0%	0%
35-44	0%	0%
45-54	0%	0%
55-59	3%	3%
60-64	10%	9%
65-74	34%	33%
75-84	35%	38%
85+	18%	16%
No Data	0%	0%

Region	Population	Sample
Central	23%	23%
Extra Care	11%	11%
London & East	23%	24%
North	28%	28%
South	15%	15%

Length of Tenancy	Population	Sample
A. <1 year	10%	9%
B. 1-3 years	32%	37%
C. 4-5 years	13%	13%
D. 6-10 years	23%	22%
E. 11-20 years	18%	16%
F. Over 20 years	3%	3%

Ethnicity	Population	Sample
Any Other Asian Background	0%	0%
Any Other Black Background	0%	0%
Any Other Ethnic Group	1%	1%
Any Other Mixed Background	0%	0%
Asian Or Asian British Bangladeshi	0%	0%
Asian Or Asian British Chinese	0%	0%
Asian Or Asian British Indian	1%	0%
Asian Or Asian British Pakistani	0%	0%
Black Or Black British African	1%	1%
Black Or Black British Caribbean	2%	1%
Mixed White & Asian	0%	0%
Mixed White & Black African	0%	0%
Mixed White And Black Caribbean	1%	1%
Not Known	5%	4%
Other Ethnic Group Arab	0%	0%
Refused	0%	0%
White British	82%	85%
White Eastern European	0%	0%
White Irish	1%	2%
White Other	2%	1%
White: Gypsy Or Irish Traveller	0%	0%
Unknown	3%	3%
No Data	0%	0%

Gender	Population	Sample
Female	54%	55%
Male	45%	44%
Not Known	0%	0%
Other	0%	0%
Transgender	0%	0%
No Data	0%	0%
Prefer Not To Say	0%	0%

Disabled	Population	Sample
N	96%	96%
Unknown	0%	0%
Y	4%	4%

Property Type	Population	Sample
Apartment	0%	0%
Bungalow	6%	6%
Flat	93%	93%
House	1%	1%
Maisonette	0%	0%

Number of Bedrooms	Population	Sample
1	67%	66%
2	10%	11%
3	1%	1%
4	0%	0%
Studio	23%	22%

Low Cost Home Ownership (LCHO) Representativeness

Representative checks were carried out to ensure that the survey was representative of the resident population as a whole. The characteristics by which representativeness was determined were:

Region	Population	Sample
Central	28%	31%
Extra Care	15%	15%
London & East	17%	16%
North	23%	21%
South Coast	17%	17%
Villages Region	0%	0%

Length of Tenancy	Population	Sample
A. <1 year	7%	2%
B. 1-3 years	23%	30%
C. 4-5 years	12%	11%
D. 6-10 years	27%	26%
E. 11-20 years	24%	25%
F. Over 20 years	6%	6%

Ethnicity	Population	Sample
Any Other Ethnic Group	4%	3%
Asian Or Asian British Indian	0%	0%
Black Or Black British Caribbean	0%	0%
Not Known	21%	18%
White British	3%	4%
White Irish	0%	0%
White Other	0%	0%
Unknown	71%	74%

Gender	Population	Sample
Female	63%	63%
Male	34%	34%
Not Known	0%	0%
Unknown	3%	2%

Property Type	Population	Sample
Bungalow	12%	12%
Cottage	0%	0%
Flat	88%	88%
House	0%	0%
Village Apartment	0%	0%

Number of Bedrooms	Population	Sample
1	29%	31%
2	71%	69%
3	0%	0%

Age Group	Population	Sample
25-34	0%	0%
35-44	0%	0%
45-54	1%	1%
55-59	1%	1%
60-64	4%	4%
65-74	19%	20%
75-84	38%	44%
85+	35%	29%
No Data	2%	2%

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 and Postal surveys were also utilised for LCHO and Extra Care residents which had a significant positive impact on the response rate achieved by increasing accessibility and providing more choice for residents.