We’ve asked an external company called TLF Research to carry out our annual tenant satisfaction survey.
The Regulator of Social Housing requires all landlords (Housing Associations and Local Authorities) to carry out an annual tenant satisfaction survey 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 TLF Research?
TLF Research is a customer research agency specialising in customer experience and does a lot of work in the housing sector.
What information about me will Teign Housing share with TLF Research?
We’ll only share relevant information with TLF Research, including your name, address, telephone number, gender and how long you have been a tenant, to help analyse findings and ensure that feedback is representative of our different resident groups. TLF Research will not share any data with any other organisation.
When will the survey be carried out?
From mid-August until March 2026, TLF will contact all our tenants. This could be via email, a survey through the post or by telephone call.
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 2026.
When carrying out telephone surveys, they will call between 9am and 8.30pm Monday to Friday and between 9am and 1pm on Saturday. Their number will start with 01484.
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 entirely optional. Hearing your feedback would be really helpful, but you’re under no obligation to take part.
Is my feedback confidential?
If you want, TLF Research can keep your responses completely anonymous. At the end of the survey, you will be asked if you would like your name to be attached to your responses and 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 to understand where we are doing well and where we need to improve. Once the results are in, they will be anonymised, reviewed by our teams, and considered by our Customer Experience Committee 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 understand what our tenants think of Teign Housing.
If you have any questions, please call our Customer First Team on 01626 322722, option 2.