Summary of Approach

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 19 June 2024 and 27 March 2025, LHP completed 1,048 TSM surveys with our tenants. 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 +/- 3% and this was achieved (+/- 2.9%).

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 predominantly by telephone, with one response via online. 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 analyses.
• 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 from General Needs, Housing for Older People/ Sheltered, and Intermediate rent properties to participate in a telephone survey based on quotas set on needs category, age and neighbourhood. 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: Needs Category, Age and Neighbourhood. The breakdown for other categories is also included.