The Tenant Satisfaction Measures (TSMs) Standard requires all registered providers to conduct annual tenant perception surveys, as mandated by the Regulator of Social Housing. These measures help improve transparency, accountability, and service quality.
For the year ending March 2025, STAR Housing collected feedback through surveys and performance data. The results below reflect tenant perceptions and management performance across 22 measures.
You can read the full report here - TSM Annual Report 2024/25
Rationale for Telephone Survey Method
The TSM Surveys were completed via telephone. The rationale for using a telephone approach is:
- Accessibility and Inclusivity: Ensuring accessibility for all tenants, which aligns with our goal of reaching a broad and representative sample.
- Engagement and Data Quality: Direct interaction over the phone tends to enhance engagement, allowing participants to ask clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
- Response Rates: Historically, telephone surveys have yielded higher response rates than other methods within this tenant demographic, maximising the robustness of our data and ensuring the results truly reflect the tenant base. This also allows STAR Housing to be reactive to flags and alerts, which improves tenant recovery.
- Reliability and Consistency: Maintaining consistency with previous years' methodologies allows for more reliable trend analysis. It also enables richer information to be gathered. A telephone-based approach further helps ensure the comparability of responses across survey years, supporting more insightful year-over-year analyses.
- Independence: Using Acuity, an independent market research agency, means that participants are free from influence from the rest of the organisation.
