Tenant Satisfaction Measures: Assurance of Approach
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys to generate and report TSMs annually as specified by the Regulator of Social Housing. TSMs are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.
The TSM standards consist of 22 measures: 10 management information measures and 12 satisfaction measures. They cover five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective handling of complaints, alongside an additional measure for overall satisfaction with landlord services. All information must be an accurate, reliable, valid to provide a transparent reflection of the performance.
Approach
TLF Research were commissioned to carry out this research in accordance with guidance provided by the Regulator of Social Housing on behalf of Platform Housing Group in 2025/2026. TLF Research is a customer experience and market research agency specialising in actionable insights to improve client satisfaction, loyalty, and business outcomes.
Low Cost Rental Accomodation (LCRA) Surveys
Background
TLF Research were supplied a database of residents from Platform before each wave of research which contained all eligible contacts. All contacts supplied in the database had chance of being selected to take part in the TSM survey.
Sampling and Quotas
Each month, TLF aimed to survey 189 tenants with an 80/20 split between phone and web. Using the database information provided by Platform, quotas were set by age group, as this is the category which has the biggest influence on satisfaction scores, as identified by RSH, and Platform had good coverage of this information across their entire database. Sampling was also monitored by region, tenure type and ethnicity to ensure the sample is representative of the overall tenant population. Stratified random sampling was used. Any tenants who completed the survey were removed from the sample going forward as TSM guidelines state that only one person per household can be interviewed per year, and those who refused the survey were removed from the sample for 6 months, to meet MRS guidelines.
Methodology
Based on the information that was made available, it was agreed with Platform that an online and telephone-based approach would be a good starting point methodology as this would allow us to; reach out to a wide tenant base and correct any imbalance in response by setting quotas for the telephone interviews. As the telephone sample is being proactively worked by trained telephone interviewers, the stats are monitored to track the number of; incorrect numbers, refusals and barriers to completing e.g. disability, language etc. Using
both web and phone surveys also allowed us to contact as many tenants as possible and not exclude any tenants due to them not having a phone number or email address.
Breakdown of sample by method
Method | % of total sample | No. completes | No. partial completes | Total sample |
|---|---|---|---|---|
| Phone | 80% | 1,796 | 49 | 1,845 |
20% | 339 | 132 | 471 | |
| Total | 100% | 2,135 | 181 | 2,316 |
Low Cost Home Ownership (LCHO) Surveys
Background
TLF Research were supplied a database of residents from Platform before each wave of research which contained all eligible contacts. All contacts supplied in the database had chance of being selected to take part in the TSM survey.
Sampling and Quotas
Each month TLF aimed to survey 46 homeowners with an 80/20 split between phone and web. Using the database information provided by Platform, quotas were set by age group, as this is the category which has the biggest influence on satisfaction scores, as identified by RSH, and Platform had good coverage of this information across their entire database. Sampling was also monitored by region and ethnicity to ensure the sample is representative of the overall homeowner population. Stratified random sampling was used. Any
homeowners who completed the survey were removed from the sample going forward as TSM guidelines state that only one person per household can be interviewed per year, and those who refused the survey were removed from the sample for 6 months, to meet MRS guidelines.
Methodology
Based on the information that was made available, it was agreed with that Platform that an online and telephone-based approach would be a good starting point methodology as this would allow us to; reach out to a wide homeowner base and correct any imbalance in response by setting quotas for the telephone interviews. As the telephone sample is being proactively worked by trained telephone interviewers, the stats are monitored to track the number of; incorrect numbers, refusals and barriers to completing e.g. disability, language etc. Using both web and phone surveys also allowed us to contact as many homeowners as possible and not exclude any homeowners due to them not having a phone number or email address.
Breakdown of sample by method
| Method | % of total sample | No. completes | No. partial completes | Total sample |
|---|---|---|---|---|
| Phone | 80% | 446 | 9 | 455 |
| 20% | 78 | 35 | 113 | |
| Total | 100% | 524 | 44 | 568 |