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The Tenant Satisfaction Measures (TSM) Standard mandates that all registered providers develop and report TSMs in accordance with the guidelines set by the regulator. As part of this requirement, it is necessary for the Housing Plus Group to inform its customers about its approach to conducting the TSM Perception survey and collecting data.
This document details the Housing Plus Group’s methodology and outlines the criteria specified in the Regulator of Social Housing’s publication, Tenant Satisfaction Measures Return.
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys and report performance annually as specified by the RSH. TSMs are intended to make landlords’ performance more visible to tenants so that tenants can hold their landlord to account. TSMs consist of 22 measures: 10 providing management information from data held by the landlord and 12 satisfaction measures gathered from tenant surveys. In addition to overall satisfaction with landlord services, the measures cover five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Responsible neighbourhood management
- Effective handling of complaints
Providers must publish a summary of the survey approach used to generate published tenant perception measures. This must be made clearly available alongside each set of tenant perception measures published by the provider.
Summary of Achieved Sample & Sample Method
The Housing Plus Group works with Acuity Research & Practice Ltd, an accredited organisation that is dedicated to providing research services in the social housing sector. We use survey information to understand how our tenants feel about their homes and services and how we can improve. Acuity was commissioned for collecting, generating and validating reported perception measures.
In 2024/25, the Housing Plus Group completed TSM surveys with a sample of LCRA residents and a census LCHO residents. The methodology and sampling methods were chosen to ensure that the level of statistical accuracy set out by the Regulator of Social Housing was met. The Housing Plus Group must ensure that they survey enough residents to meet a statistical accuracy (margin of error at 95% confidence interval) of +/- 3% (LCRA) and +/- 5% (LCHO).
LCRA
During 2024/25, the Housing Plus Group completed 2,748 TSM surveys. The Housing Plus Group have 31,210 which means that a statistical accuracy level of +/- 1.8% was achieved, which is a greater level of accuracy than required.
A small number of tenants (58) were removed from the sample frame due to exceptional circumstances as outlined in paragraph 63 of TSM tenant survey requirements.
LCHO
During 2024/25, the Housing Plus Group completed 359 TSM surveys. The Housing Plus Group have 1,288 properties which means that a statistical accuracy level of +/- 4.4% was achieved, which is a greater level of accuracy than required.
No tenant was removed from the sample frame.
Timing of Survey
The Housing Plus Group carried out a total of 2,748 LCRA surveys between 14th April 2024 and 26th March 2025.The Housing Plus Group carried out a total of 359 LCHO surveys between 20th January 2025 and 29th March 2025.
Collection Method(s)
The TSM Surveys were completed via telephone and online methodologies. The rationale for using a mixed methodology approach is:
- Accessibility and Inclusivity: Ensuring accessibility for all tenants, which aligns with our goal of reaching a broad and representative sample.
- Engagement and Data Quality: Indirect though online methods, and direct interaction over the phone tends to enhance engagement, allowing participants to answer clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
- Response Rates: Using a mixed method approach maximises the robustness of our data and ensuring the results truly reflect the tenant base. Continuing to include a telephone aspect also allows the Housing Plus Group to be reactive to flags and alerts, which improves customer recovery.
- Reliability and Consistency: Maintaining consistency with previous years’ methodologies allows for more reliable trend analysis. It also enables richer information to be gathered.
- Independence: Using Acuity, an independent market research agency, means that participants are free from influence from the rest of the organisation.
Sample Method
LCRA
A sample approach was used for the Housing Plus Group LCRA residents. Acuity contacted a random selection of current tenants to participate in a telephone survey based on quotas set out by the Housing Plus Group. The survey is carefully scripted to ensure a professional and consistent process
LCHO
A census approach was used for the Housing Plus Group LCHO residents. Acuity contacted all current shared owners to participate in a telephone or online survey. The survey is carefully scripted to ensure a professional and consistent process
Survey responses are immediately shared with the Housing Plus Group, who then manage a follow up and review process which includes both responding to feedback as necessary, and analysing the feedback, to understand how we can improve.
Representativeness
LCRA
Representative checks were carried out to ensure that the survey was representative of the tenant population as a whole and the final survey data was weighted on geographical area. The characteristics by which representativeness was determined were:
Landlord
| Landlord | Population | Sample |
| Wrekin | 42% | 61% |
| SARH | 21% | 14% |
| Severnside | 19% | 13% |
| SSHA | 18% | 12% |
Area
| Area | Population | Sample |
| Area 1 | 17% | 11% |
| Area 2 | 16% | 11% |
| WELL-SHREW | 9% | 12% |
| Area 4 | 9% | 6% |
| HAD-OAK | 8% | 12% |
| Area 3 | 8% | 5% |
| MADE-STIR | 7% | 11% |
| Area 5 | 7% | 5% |
| DON-NEW | 6% | 9% |
| DAWLEY | 6% | 9% |
| STAFFS | 5% | 7% |
| Area 7 | 1% | 1% |
| Area 6 | 1% | 0% |
| Area 8 | 0% | 0% |
Housing Need
| Housing Need | Population | Sample |
| General Needs | 88% | 86% |
| Sheltered | 11% | 13% |
| Extra Care | 1% | 0% |
| Unknown | 0% | 0% |
Disability
| Disability | Population | Sample |
| No | 83% | 79% |
| Yes | 17% | 20% |
| Unknown | 0% | 1% |
Age Group
| Age Group | Population | Sample |
| 35 – 44 | 18% | 18% |
| 45 – 54 | 16% | 18% |
| 65 – 74 | 15% | 16% |
| 25 – 34 | 13% | 11% |
| 75 – 84 | 12% | 13% |
| 55 – 59 | 9% | 10% |
| 60 – 64 | 9% | 9% |
| 85 + | 5% | 3% |
| 0 – 24 | 2% | 2% |
| Unknown | 0% | 0% |
Length of Tenancy
| Length of Tenancy | Population | Sample |
| B. 1 – 3 years | 22% | 28% |
| E. 11 – 20 years | 19% | 18% |
| D. 6 – 10 years | 19% | 22% |
| F. Over 20 years | 18% | 14% |
| C. 4 – 5 years | 14% | 13% |
| A. < 1 year | 7% | 3% |
| Unknown | 0% | 2% |
Property Type
| Property Type | Population | Sample |
| HOUSE | 53% | 50% |
| FLAT | 28% | 28% |
| BUNGALOW | 18% | 21% |
| MAISON | 1% | 0% |
| BED SIT | 1% | 0% |
| Studio Apartment | 0% | 0% |
| ROOM | 0% | 0% |
| Unknown | 0% | 0% |
Gender
| Gender | Population | Sample |
| F | 65% | 61% |
| M | 34% | 38% |
| Unknown | 1% | 2% |
Number of Bedrooms
| Number of Bedrooms | Population | Sample |
| 2 | 41% | 42% |
| 3 | 33% | 31% |
| 1 | 23% | 23% |
| 4 | 2% | 2% |
| 0 | 0% | 0% |
| 5 | 0% | 0% |
| 6 | 0% | 0% |
| Unknown | 0% | 2% |
LCHO
Representative checks were carried out to ensure that the survey was representative of the tenant population as a whole and the final survey data was weighted on landlord. The characteristics by which representativeness was determined were:
Landlord
| Landlord | Population | Sample |
| SARH | 24% | 26% |
| Severnside | 21% | 21% |
| SSHA | 29% | 39% |
| Wrekin | 27% | 14% |
Area
| Area | Population | Sample |
| Area 5 | 24% | 32% |
| Area 2 | 16% | 17% |
| Area 3 | 13% | 14% |
| WELL-SHREW | 9% | 4% |
| Area 4 | 8% | 8% |
| Area 1 | 8% | 9% |
| STAFFS | 5% | 3% |
| DON-NEW | 4% | 2% |
| DAWLEY | 4% | 1% |
| MADE-STIR | 4% | 3% |
| Area 7 | 2% | 1% |
| HAD-OAK | 2% | 1% |
| Area 6 | 1% | 1% |
| Area 8 | 1% | 2% |
Housing Need
| Housing Need | Population | Sample |
| Shared Ownership | 96% | 94% |
| Extra Care – Shared Ownership | 3% | 3% |
| Sheltered – Shared Ownership | 2% | 3% |
Disability
| Disability | Population | Sample |
| No | 99% | 99% |
| Yes | 1% | 1% |
Age Group
| Age Group | Population | Sample |
| 25 – 34 | 19% | 15% |
| 35 – 44 | 19% | 16% |
| 45 – 54 | 14% | 16% |
| Unknown | 12% | 6% |
| 65 – 74 | 9% | 14% |
| 55 – 59 | 8% | 10% |
| 60 – 64 | 8% | 9% |
| 75 – 84 | 6% | 8% |
| 85 + | 4% | 4% |
| 0 – 24 | 2% | 1% |
Length of Tenancy
| Length of Tenancy | Population | Sample |
| B. 1 – 3 years | 36% | 38% |
| D. 6 – 10 years | 30% | 36% |
| C. 4 – 5 years | 18% | 15% |
| E. 11 – 20 years | 8% | 9% |
| A. < 1 year | 8% | 2% |
| F. Over 20 years | 0% | 0% |
Property Type
| Property Type | Population | Sample |
| HOUSE | 80% | 73% |
| FLAT | 16% | 21% |
| BUNGALOW | 5% | 6% |
Gender
| Gender | Population | Sample |
| F | 52% | 53% |
| M | 37% | 32% |
| Unknown | 11% | 15% |
Number of Bedrooms
| Number of Bedrooms | Population | Sample |
| 2 | 60% | 62% |
| 3 | 35% | 33% |
| 1 | 3% | 3% |
| 0 | 2% | 1% |
| 4 | 1% | 0% |
Questionnaire & Introductory Text
Telephone Intro:
Hello, is that [Respondent Name]?
My name is [Interviewer Name], and I’m calling on behalf of [Organisation Name] from an independent research agency called Acuity. We are carrying out short satisfaction surveys with [description] to find out how satisfied you are with your home and the services you receive from them. Would you be able to spare 10 minutes to go through the survey with me now? IF NO ASK; can I call back at another time?
No appointments after [Project End Date]
IVR READ OUT: The survey will be used to calculate tenant satisfaction measures to be published by [Organisation Name] and reported back to the Regulator of Social Housing.
If the customer would like to verify the validity of this survey they need to contact [Organisation Name] by email [Email Address] or by phone [Telephone Number].
NB: Data sharing if challenged – “Your landlord will, from time to time, share your personal data with third parties for “legitimate interests”. This could be transferring it to repairs contractors to carry out repairs or for research purposes such as this, to ensure they are giving the best service possible. When signing your application form or agreement, you are automatically included in this legitimate interest clause which can also be found in the data privacy statement on your landlord’s website. You can however opt out of this by contacting your landlord. If you are not happy that your landlord has passed your details to us and would rather, we did not contact you again, we can remove your details from system and flag this back to your landlord. I however urge you to contact them to request your details are not shared with other parties.”
Before we start, I need to make you aware that we are bound by the Market Research Society Code of Conduct. All calls will be recorded for training and quality purposes. Any information that you give us will be treated in confidence and will be used to find ways of improving the service that [Organisation Name] provides.
NB: If asked – call recordings are stored for 90 days to allow our company to verify and validate the quality of interviews.
- Yes
- No
LCRA
| Label | Question text | Rating scale |
| Overall Satisfaction | Taking everything into account, how satisfied or dissatisfied are you with the service provided by Homes Plus? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Overall Satisfaction Comments | What is the main reason for your answer when it comes to overall satisfaction? | Open Ended |
| Well Maintained Home | How satisfied or dissatisfied are you that Homes Plus provides a home that is well maintained? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Safe Home | Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Homes Plus provides a home that is safe? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Communal Areas | Do you live in a building with communal areas, either inside or outside, that Homes Plus is responsible for maintaining? | Yes, No, Don`t know |
| Communal Area Satisfaction | How satisfied or dissatisfied are you that Homes Plus keeps these communal areas clean and well maintained? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Repair in Last12 Months | Has Homes Plus carried out a repair to your home in the last 12 months? | Yes, No |
| Repairs Last 12 Months Satisfaction | How satisfied or dissatisfied are you with the overall repairs service from Homes Plus over the last 12 months? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Time Taken Repairs | How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Repairs Comments | Is there anything you would like to say about how Homes Plus could improve its repairs and maintenance service? | Open Ended |
| Contribution To Neighbourhood | How satisfied or dissatisfied are you that Homes Plus makes a positive contribution to your neighbourhood? | Very satisfied , Fairly satisfied , Neither satisfied nor dissatisfied, Fairly dissatisfied , Very dissatisfied , Not applicable / Don`t know |
| ASB | How satisfied or dissatisfied are you with Homes Plus’s approach to handling anti-social behaviour? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Neighbourhood Place To Live | How satisfied or dissatisfied are you with your neighbourhood as a place to live? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Listens and Acts | How satisfied or dissatisfied are you that Homes Plus listens to your views and acts upon them? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Keeps you Informed | How satisfied or dissatisfied are you that Homes Plus keeps you informed about things that matter to you? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Fairly and with Respect | To what extent do you agree or disagree with the following `Homes Plus treats me fairly and with respect`? | Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don`t know |
| Easy To Deal With Scale | On a scale of 10-0, where 10 very satisfied and 0 is very dissatisfied, how satisfied or dissatisfied are you that Homes Plus is easy to deal with? | 10 – Very satisfied, 9, 8, 7, 6, 5, 4, 3, 2, 1, 0 – Very dissatisfied |
| Make Views Known | How satisfied or dissatisfied are you that Homes Plus gives you the opportunity to make your views known? | Very satisfied , Fairly satisfied , Neither , Fairly dissatisfied , Very dissatisfied , Have not given any views |
| Complaints in Last 12 Months | Have you made a complaint to Homes Plus in the last 12 months? | Yes, No |
| Complaints Handling | How satisfied or dissatisfied are you with Homes Plus’s approach to complaints handling? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Complaint Stage Resolution | When making your complaint to Homes Plus, did you go through the official complaints process? E.g. stage1, stage 2 | Yes, No, Unsure |
| One Thing Improve | If Homes Plus could do ONE thing to improve its services, what would you like it to be? | Open Ended |
| Permission1 | The results of this survey are confidential. However, would you be happy for us to give your responses to Homes Plus with your name attached so that they have better information to help them improve services? | Yes, No |
| Permission2 | Would you be happy for Homes Plus to contact you to follow up any of the comments or issues you have raised? | Yes, No |
LCHO
| Label | Question text | Rating scale |
| Overall Satisfaction | Taking everything into account, how satisfied or dissatisfied are you with the service provided by Homes Plus? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Overall Satisfaction Comments | What is the main reason for your answer when it comes to overall satisfaction? | Open Ended |
| Safe Home | Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Homes Plus provides a home that is safe? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Communal Areas | Do you live in a building with communal areas, either inside or outside, that Homes Plus is responsible for maintaining? | Yes, No, Don`t know |
| Communal Area Satisfaction | How satisfied or dissatisfied are you that Homes Plus keeps these communal areas clean and well maintained? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Contribution To Neighbourhood | How satisfied or dissatisfied are you that Homes Plus makes a positive contribution to your neighbourhood? | Very satisfied , Fairly satisfied , Neither satisfied nor dissatisfied, Fairly dissatisfied , Very dissatisfied , Not applicable / Don`t know |
| ASB | How satisfied or dissatisfied are you with Homes Plus’s approach to handling anti-social behaviour? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Neighbourhood Place To Live | How satisfied or dissatisfied are you with your neighbourhood as a place to live? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Listens and Acts | How satisfied or dissatisfied are you that Homes Plus listens to your views and acts upon them? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Keeps you Informed | How satisfied or dissatisfied are you that Homes Plus keeps you informed about things that matter to you? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| Fairly and with Respect | To what extent do you agree or disagree with the following `Homes Plus treats me fairly and with respect`? | Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don`t know |
| Easy To Deal With Scale | On a scale of 10-0, where 10 very satisfied and 0 is very dissatisfied, how satisfied or dissatisfied are you that Homes Plus is easy to deal with? | 10 – Very satisfied, 9, 8, 7, 6, 5, 4, 3, 2, 1, 0 – Very dissatisfied |
| Make Views Known | How satisfied or dissatisfied are you that Homes Plus gives you the opportunity to make your views known? | Very satisfied , Fairly satisfied , Neither , Fairly dissatisfied , Very dissatisfied , Have not given any views |
| Complaints in Last 12 Months | Have you made a complaint to Homes Plus in the last 12 months? | Yes, No |
| Complaints Handling | How satisfied or dissatisfied are you with Homes Plus’s approach to complaints handling? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| Complaint Stage Resolution | When making your complaint to Homes Plus, did you go through the official complaints process? E.g. stage1, stage 2 | Yes, No, Unsure |
| NPS | How likely would you be to recommend Homes Plus to other people on a scale of 0 – 10, where 0 is not at all likely and 10 is extremely likely? | 10 – Very Likely, 9, 8, 7, 6, 5, 4, 3, 2, 1, 0 – Not Likely At All |
| One Thing Improve | If Homes Plus could do ONE thing to improve its services, what would you like it to be? | Open Ended |
| Permission1 | The results of this survey are confidential. However, would you be happy for us to give your responses to Homes Plus with your name attached so that they have better information to help them improve services? | Yes, No |
| Permission2 | Would you be happy for Homes Plus to contact you to follow up any of the comments or issues you have raised? | Yes, No |
