Introduction
The Tenant Satisfaction Measures (TSM) standard requires all registered providers report TSMs in accordance with the guidelines set by the Regulator for Social Housing (RSH). As part of this requirement, it is necessary for us to inform our customers about our approach to conducting the TSM Perception surveying and collection of data.
The 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 they can hold their landlord to account. TSMs consist of 26 measures: 14 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.
Summary of Approach
LHP worked with Acuity Research & Practice Ltd, an accredited surveying organisation, for the collection, generation and validation of data, which we then used to understand how our tenants feel about their homes and the services they receive, and how we can improve.
Between 27 June 2025 and 26 March 2026, LHP completed 1,089 TSM surveys with our tenants on a quarterly basis as a rolling survey. This sample size was chosen to ensure that the level of statistical accuracy set out by the RSH was met. We must ensure that Acuity survey enough residents to meet a statistical accuracy (margin of error at 95% confidence interval) of +/- 2.83% and this was achieved.
No tenant was removed from the sample frame and no incentives were offered to tenants to complete the survey.
Collection Method
The TSM surveys were completed via telephone only. The reason for opting for a telephone approach was:
- Accessibility and Inclusivity: Ensuring accessibility for all tenants, which aligns with our goal of reaching a broad and representative sample.
- Engagement and Data Quality: Direct interaction over the telephone tends to enhance engagement, allowing participants to ask clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.
- Response Rates: Historically, telephone surveys have yielded higher response rates than other methods within this tenant demographic, maximising the robustness of our data and ensuring the results truly reflect the tenant base. This also allows us to be reactive to flags and alerts, which improves tenant recovery.
- Reliability and Consistency: Maintaining consistency with previous years’ methodologies allows for more reliable trend analysis. It also enables richer information to be gathered. A telephone-based approach further helps ensure the comparability of responses across survey years, supporting more insightful year-on-year analysis.
- Independence: Using Acuity, an independent market research agency, means that participants are free from influence.
Sample Method
The survey used a sample approach. Acuity contacted a random selection of current tenants in a telephone survey based on quotas. All respondents had the opportunity complete the survey online by requesting to do so when speaking to an interviewer. The survey was carefully scripted to ensure a professional and consistent process.
Survey responses are immediately shared with us, so we can 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
Representative checks were carried out to ensure that the survey was representative of the tenant population as a whole. The characteristics by which representativeness was determined were: Gender, Age, Ethnicity, Length of Tenancy, Disability and Tenure Type.
The breakdown is as follows:
Gender
| Gender | Population - % | Sample - % |
|---|---|---|
| Female | 65% | 61% |
| Male | 34% | 39% |
Age Group
| Age Group | Population - % | Sample - % |
|---|---|---|
| 0 to 24 years | 2% | 3% |
| 25 to 34 years | 10% | 10% |
| 35 to 44 years | 18% | 18% |
| 45 to 54 years | 17% | 17% |
| 55 to 59 years | 10% | 10% |
| 60 to 64 years | 10% | 10% |
| 65 to 74 years | 17% | 16% |
| 75 to 84 years | 12% | 13% |
| 85+ years | 4% | 4% |
Ethnicity
| Age | Population - % | Sample - % |
|---|---|---|
| Asian Or Asian British Bangladesh | 0.03% | 0% |
| Asian Or Asian British Chinese | 0.06% | 0.09% |
| Asian Or Asian British Indian | 0.03% | 0% |
| Asian Or Asian British Other | 0.14% | 0.18% |
| Asian Or Asian British Pakistan | 0.02% | 0% |
| Black Or Black British African | 0.22% | 0.09% |
| Black Or Black British Caribbean | 0.04% | 0.09% |
| Black Or Black British Other | 0.05% | 0% |
| Mixed Other Add to Notes | 0.27% | 0.55% |
| Mixed White and Asian | 0.11% | 0% |
| Mixed White and Black Caribbean | 0.10% | 0.09% |
| Other Ethnic - Arab | 0.16% | 0.28% |
| Other Record in Notes | 0.20% | 0.46% |
| Prefer Not to State | 0.63% | 0.37% |
| White And Black African | 0.05% | 0.28% |
| White British | 53% | 57% |
| White English | 12% | 14% |
| White Gypsy or Irish Traveller | 0.02% | 0.28% |
| White Irish | 0.17% | 0.09% |
| White Northern Irish | 0.04% | 0.09% |
| White Other (Add To Notes) | 5% | 3% |
| White Roma | 0.05% | 0.09% |
| White Scottish | 0.27% | 0.37% |
| White Welsh | 0.10% | 0.09% |
| Unknown | 27% | 22% |
Length of Tenancy
| Length | Population - % | Sample - % |
|---|---|---|
| < 1 year | 4% | 4% |
| 1 - 3 years | 18% | 20% |
| 4-5 years | 12% | 12% |
| 6 - 10 years | 24% | 24% |
| 11 - 20 years | 25% | 25% |
| Over 20 years | 17% | 15% |
Disability
| Disability | Population - % | Sample - % |
|---|---|---|
| Don't know | 0.57% | 0.73% |
| No | 29% | 29% |
| Physical and Neurological/Sensory | 0.84% | 0.55% |
| Yes | 42% | 48% |
| Unknown | 28% | 22% |
Tenure
| Tenure | Population - % | Sample - % |
|---|---|---|
| Assured | 93% | 93% |
| Assured Shorthold | 7% | 6% |
| Decant | 0.01% | 0% |
| Mesne Profits | 0.12% | 0.18% |
| Non-Secure | 0.03% | 0% |
We worked with our surveying partner, Acuity Research & Practice Ltd, for the collection, generation and validation of the twelve Tenant Perception measures.
We have not applied any weighting to our results, excluded any customers for exceptional circumstances, nor have incentives been offered for completion of the surveys.
If you have any further questions about our approach please feel free to contact info@lincolnshirehp.com.