Tenant Satisfaction Measures
Tenant Satisfaction Measure survey 2023 – 2024
Between April 2023 and March 2024, we asked all our tenants and shared owners to complete a Tenant Satisfaction Measure (TSM) survey as part of the housing regulator’s drive to ensure all landlords know what their residents think of them. The survey was carried out according to the requirements of the Regulator of Social Housing, and we can now publicise our results.
The survey took place over the financial year, and we collated the results using a variety of methods; our approach is explained below. We surveyed every household, and 1,667 surveys were completed (of which 17 were partially completed) – thank you to our residents who took the time to fill this survey in!
Between June 2023 and August 2023, we emailed 1,738 of our tenants to complete an online survey, of which we received 395 completed surveys. The survey was run in-house.
In October, we asked Marketing Means, a local market research company, to send out 3,179 postal surveys, with another offer of an online survey. In total, 983 were completed and returned, this includes 24 of our Shared Owners. For this round of surveys, we offered ten £25 shopping gift cards as incentives to encourage survey completion, the winners of which were randomly selected by Marketing Means.
In January, we asked The Leadership Factor (TLF) to carry out telephone surveys, and 283 of our residents completed the survey with this method, 8 of which were partially completed. Of these 283 responses, 15 were from our Shared Owners.
Finally, in February, TLF carried out online surveys. During this round, 52 of our residents completed their surveys, of which 9 were partially completed. Of these 52, 7 of these responses were from Shared Owners.
TLF also collated all of our data from all collection methods to work out the final year-end results.
We decided not to weight any of our data, meaning every response is equal.
Summary of representativeness – tenants
| Tenant perception measures | Relevant tenant population (% total) |
Total survey responses (% total) |
| Housing type | ||
| Independence and Wellbeing (sheltered housing) | 997 (27.2%) | 556 (33.4%) |
| General needs housing | 2,663 (72.8%) | 1111 (66.6%) |
| Age of respondent | ||
| Under 45 | 26.5% | 286 (17.2%) |
| 45 to 54 | 15.3% | 216 (13.0%) |
| 55 to 64 | 20.8% | 401 (24.1%) |
| 65 to 74 | 18.6% | 379 (22.7%) |
| 75 or older | 18.2% | 385 (23.1%) |
| Unknown | 0.6% | None (0%) |
Summary of representativeness – shared owners
| Tenant perception measures | Relevant tenant population (% total) |
Total survey responses (% total) |
| Housing type | ||
| Shared Ownership | 149 (100%) | 46 (30.1%) |
| Age of respondent | ||
| Under 45 | 58.8% | 31 (67.4%) |
| 45 to 54 | 17.0% | 5 (10.9%) |
| 55 to 64 | 12.4% | 8 (17.4%) |
| 65 to 74 | 10.5% | 2 (4.3%) |
| 75 or older | None | None |
| Unknown | 1.3% | None (0%) |
Here are our results for 2023 – 2024:
Those in red show areas where we’ll focus on improvement. All the results have been reported to our Board and our Involved Residents and will be shared with the housing regulator.
Teign Housing is committed to using this data as a ‘can-opener’ to drive improvements for our residents.
During the year, we were also required to collect and report on ten management information measures. These show what we have done, with a focus on repairs and health and safety. We have also reported our performance in relation to complaints and anti-social behaviour cases.
