Tenant Satisfaction Measures

Tenant Satisfaction Measures or TSMs are a new system to quantify the quality of housing and services offered by social landlords in the UK. They are a response to the The charter for social housing residents: social housing white paper which set forth the standards expected of social landlords.

From April 2023, TSMs will need to be delivered once a year by all social landlords who are registered providers.

The main component of the TSMs is the delivery of a perception survey to tenants. At Viewpoint we can design a methodology that is robust and will help you meet all the requirements of the Regulator including:

Balance between telephone and online surveying
Sample size, including representative quotas of all demographics
Frequency of survey - either one-off or rolling
Appropriate scripting
Reporting - Annual report showing:
- Clear method statement
- % results of all TSMs
- Tables of all results, cross tabulated against required demographics
We have also developed a TSM Results interactive dashboard, through Power BI, that will enable you to easily view and share your results across your organisation. throughout the year.

As with all our projects we can offer accuracy and impartiality, an excellent response rate and a professional and friendly approach ensuring your customers are satisfied with their interaction on the phone.

We have been involved in a number of TSM pilot schemes during 2022 and are looking forward to completing the survey for our clients in 2023.

Caroline Hubbard, Head of Customer Connect, SYHA

“We are delighted to be working with Viewpoint to collect our tenant perception satisfaction measures for 2023 - 2024. We had a scoping meeting with Alistair and Ben and they were able to offer us great advice and guidance that shaped the approach we are taking. So far Viewpoint has been responsive and flexible in working with us and one of the reasons we selected them is because of the expertise that they have built up from the work they have been doing with other landlords to pilot collecting their measures. We look forward to working with them as we progress with our approach.”

Why Work With Viewpoint?

Viewpoint are one of the top performers in the country for phone surveys, delivering over 60% return rate on tenant surveys (compared to the 17-30% clients tell us they achieve when they do it in house, online or by post).

We hit that sweet spot of cost, quality and service, and because we’re a social enterprise, we also provide social value too.

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