Tenants satisfaction survey
Our methodology and reporting for our tenant perception measure on the services we provide.
Purpose of the survey
The Tenant Satisfaction Measures (TSM) have been introduced by the Regulator of Social Housing (RSH) in England to evaluate the performance of housing associations in England regarding the provision of high-quality homes and services. As part of this system, landlords will be required to report on a set of tenant satisfaction measures. These measures, conducted via our online survey form, will serve as an important tool for individuals to gauge the performance of landlords and assess how well they are meeting tenant needs and expectations.
By adopting our comprehensive methodology below, SHA aims to gather valuable insights into tenant satisfaction, ensuring continuous improvement in the quality of homes and services provided.
1. Survey Design
The TSM survey consists of questions predetermined by the RSH. It uses Likert scales across 12 measures, to which tenants respond directly. Spitalfields Housing Association (SHA) assesses an additional 9 measures internally.
2. Target Population
The survey targets all tenants of SHA, encompassing 699 households.
3. Sampling Method
There is no sampling involved as the survey includes all tenants for voluntary responses and participation (census approach).
4. Representation
Questions about age, race and disability are included in the survey to assess the representativeness of the responses. The aim is to gather at least 280 responses (minimum 40% response rate) to ensure statistical significance with a 95% confidence level (+/-5% margin error).
5. Survey Distribution
The survey is hosted on Microsoft Forms and distributed via multiple channels:
- SMS
- Website
- Posters with QR links
If response rates are low, follow-up phone calls and face-to-face visits by SHA staff to tenants will be employed to encourage participation.
6. Data Collection Period
The data collection period for the 2024-2025 survey runs from 1 July 2024 to 31 March 2025.
7. Data Collection Tools
The primary tool for data collection is Microsoft Forms and can be accessed directly or via our webpage.
8. Confidentiality and Anonymity
All data captured through Microsoft Forms are encrypted and handled in accordance with SHA’s GDPR and data protection policies, ensuring respondents’ confidentiality and anonymity. Identifiable individual responses to survey questions will not be shared internally or externally beyond those who require the information to produce the TSMs.
9. Data Analysis
Survey data will be analysed according to RSH rules. Data will be used to calculate the ratio percentages of tenant satisfaction for each of the 12 metrics.
10. Reporting Results
Results will be reported to stakeholders as follows:
- An initial report in November 2024, depending on the number of responses.
- A subsequent report in March 2025, appending data collected up to that point.
- Thereafter, TSM reporting will be issued from 1 April 2025 to 31 March 2026.
11. Incentives
To encourage participation, respondents will be entered into a prize draw for entries between 1 August 2024 and 31 October 2024. Prizes include one 12” Honor Pad 9, one of two £50 Amazon vouchers or one of ten £10 Amazon vouchers. View prize draw terms and conditions.
