Tenant Satisfaction Measures – telephone surveys
We’ve asked an external company called Marketing Means to contact a representative random sample of you to answer a satisfaction survey over the phone.
We have already carried out online, printed surveys through the post and some telephone surveys since June 2024 – thank you to everyone who has responded so far!
The Regulator of Social Housing has asked all landlords (Housing Associations and Local Authorities) to carry out an annual survey of tenant satisfaction called Tenant Satisfaction Measures (TSMs). Landlords must publish their results to tenants each year and share them with the Regulator.
The TSMs cover five themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective complaints handling
- Respectful and helpful engagement
- Responsible neighbourhood management.
Who is Marketing Means?
Marketing Means is a local independent research agency.
What information about me will Teign Housing share with Marketing Means?
We’ll share only relevant information with Marketing Means, including your name, address, and telephone number, to help analyse findings and ensure that feedback is representative of our different customer groups. Marketing Means will not share any data with any other organisation.
When will the survey be carried out?
The calls will be made between Thursday 12 December and Monday 23 December 2024, and will come from either 01364 655 678 or 01364 655 679.
How long will the survey take?
The survey will usually take between 5 and 10 minutes.
Do I have to answer the survey?
No, this survey is completely optional. Hearing your feedback would be really helpful, but you’re under no obligation to take part.
Is my feedback confidential?
If you want, Marketing Means can keep your responses completely anonymous. If there are any questions you would prefer not to answer, please let the caller know. At the end of the survey, the person calling will ask you if you are happy for your name to be attached to your responses when the results are shared with us and also whether you are happy for us to contact you if we wish to follow up on something. You can always say no. When the results are published and shared with the Regulator, this will be done anonymously.
What will Teign Housing do with the results?
We’re doing this survey so that we can understand where we are doing well and where we need to improve. Once the results are in, they will be anonymised and then reviewed by our team and considered by our Resident Involvement groups and our Board. They will also be published on our website, alongside our plans, and shared with the Regulator of Social Housing to help them get an accurate picture of what our residents think of Teign Housing.
I’ve not received a survey or been contacted by phone?
We are working our way through everyone in three-month stages, so if you haven’t been contacted at all yet, you should be by March 2025.