TSMs Summary of Approach

Introduction

The Tenant Satisfaction Measures (TSM) Standard mandates that all registered providers develop and report TSMs in accordance with the guidelines set by the regulator. As part of this requirement, it is necessary for STAR Housing to inform its customers about its approach to conducting the TSM Perception survey and collecting data.

This document details STAR Housing’s methodology and outlines the criteria specified in the Regulator of Social Housing’s publication, Tenant Satisfaction Measures Return. The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys and report performance annually as specified by the RSH. TSMs are intended to make landlords’ performance more visible to tenants so that tenants can hold their landlord to account. TSMs consist of 22 measures: 10 providing management information from data held by the landlord and 12 satisfaction measures gathered from tenant surveys. In addition to overall satisfaction with landlord services, the measures cover five key themes:

Providers must publish a summary of the survey approach used to generate published tenant perception measures. This must be made clearly available alongside each set of tenant perception measures published by the provider.

Summary of Achieved Sample & Sample Method

STAR Housing works with Acuity Research & Practice Ltd, an accredited organisation that is dedicated to providing research services in the social housing sector. We use survey information to understand how our tenants feel about their homes and services and how we can improve. Acuity was commissioned for collecting, generating and validating reported perception measures. In 2024/25, STAR Housing completed TSM surveys with a sample of residents. The sample size was chosen to ensure that the level of statistical accuracy set out by the Regulator of Social Housing was met. STAR Housing must ensure that they survey enough residents to meet a statistical accuracy (margin of error at 95% confidence interval) of +/- 4%. During 2024/25, STAR Housing completed 523 TSM surveys. STAR Housing have 3982 properties, which means that a statistical accuracy level of +/- 4.0% was achieved, which is the level of accuracy required. No tenant was removed from the sample frame. STAR Housing incentivise the survey with 3 vouchers worth £100, £50, and £20.

Timing of Survey

STAR Housing carried out a total of 543 surveys, this is made of 523 completed surveys and 20 incomplete surveys. These surveys were conducted between 23/05/2024 and 27/01/2025.

Collection Method(s)

The TSM Surveys were completed via telephone. The rationale for using a telephone approach is:

Sample Method

The survey used a sample approach. Acuity contacted a random selection of current tenants from General Needs and Independent Living properties to participate in a telephone survey based on quotas set on housing needs, patch, age, and ethnicity. The survey was carefully scripted to ensure a professional and consistent process. Survey responses are immediately shared with STAR Housing, who then manage a follow up and review process which includes both responding to feedback as necessary, and analysing the feedback, to understand how we can improve.

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: Housing Need, Age, Patch, and Ethnicity.

Questionnaire & Introductory Text

Here is the introductory text and question set used for STAR Housing’s TSM surveys.

Hello is that (Respondent Name],

My name is [Interviewer Name] and I’m calling on behalf of~ Name] from an independent research agency called Acuity. We are carrying out short satisfaction surveys with [ description] to find out how satisfied you are with your home and the services you receive from them. Would you be able to spare [Survey Length] minutes to go through the survey with me now? IF NO ASK; can I call back at another time?

No appointments after [Project End Date]

IVR READ OUT: The survey will be used to calculate tenant satisfaction measures to be
published by [~ Name] and reported back to the Regulator of Social Housing.

If the customer would like to verify the validity of this survey they need to contact[~Name] by email [Email Address] or by phone (Telephone Number].

NB: Data sharing if challenged – “Your landlord will, from time to time, share your personal data with third parties for “legitimate interest s”. This could be transferring it to repairs contractors to carry out repairs or for research purposes such as this, to ensure they are giving the best service possible. When signing your application form or agreement, you are automatically included in this legitimate interest clause which can also be found in the data privacy statement on your landlord’s website. You can however opt out of this by contacting your landlord. If you are not happy that your landlord has passed your details to us and would rather we did not contact you again, we can remove your details from system and flag this back to your landlord. I however urge you to contact them to request your details are not shared with other parties.”

Before we start, I need to make you aware that we are bound by the Market Research Society Code of Conduct. All calls will be recorded for training and quality purposes. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that ~ Name] provides. ~ Name] will be able to identify you from your survey responses, are you happy to continue?

NB: If asked – call recordings are stored for 90 days to allow our company to verify and validate
the quality of interviews.

• Yes
• No

Question Set

Resources