We monitor 22 key statistics to make sure we provide good quality homes and services.
Known as Tenant Satisfaction Measures (TSM), these metrics cover five themes:
A census approach was taken for the TSMs survey, with all 23,576 tenants invited to share their views over the same 8-week period.
The TSMs survey was sent to tenants through a variety of channels, depending on the contact information which was held. Where an email address or mobile phone number was held, tenants were sent an invitation to participate by email or SMS, which included a unique URL to their personal survey link.
If we did not hold an email or mobile number for a tenant, but they did have a landline number, then the tenant was telephoned and invited to complete the survey over the phone. Where no other contact details were held other than the property address, a postal copy of the survey was sent out. Tenants receiving a postal version of the survey were able to complete online using a QR code or unique URL, or to complete a printed version of the survey and return it using a freepost envelope which was included with the survey.
An easy read version of the survey was produced for those with learning disabilities or for tenants whose first language was not English, plus alternative formats of the survey, such as in community languages, were made available on request.
Staff also engaged with tenants face-to-face to encourage their participation. The outreach began in the second week of January and continued until the fieldwork closed. Supported living scheme managers were contacted by email to see if they were able to complete surveys with residents and an easy read guide was sent over. They also attended planned coffee mornings, to speak to tenants about the survey and support them to respond.
The engagement team also conducted door-to-door outreach for general needs tenants, focussing on areas where responses were lower than expected. In the final days leading up to the closing of the survey, the Support and Progression Managers were emailed requesting they ask their teams to promote the survey with any of the customers they were working with or had planned to see that week.
An incentive of a prize draw of shopping vouchers was offered to encourage tenants to respond. The prizes offered were: one first prize of a £200 shopping voucher, a second prize of £100 voucher and a third prize of £50 shopping voucher.
The survey opened on 1st December 2023 and ran until 28th January 2024.
Where emails or text messages were undeliverable – if the email bounced or the text message reported as being undelivered – further attempts were made to contact the tenant using alternative methods of communication (e.g. by telephone or post).
To view a copy of the survey, click
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