Tenant Satisfaction Measures

What are they?

From April 2023 social housing providers started collecting data on a new set of Tenant Satisfaction Measures (TSMs). These new measures have been developed as part of a new system by the Regulator of Social Housing to assess how well a social housing landlord is providing good quality homes and services.

There are 22 TSMs in total, 12 of these require landlords to conduct a tenant perception survey. These are referred to as TP01 – TP12. The remaining 10 are management information measures which landlords collect throughout the year. The TSMs will take place every year going forward and the data will be submitted to the Regulator.

Why is it important?

The TSMs are great for tenants as they allow you to hold us accountable. The aim is to help improve standards by providing visibility and giving the regulator an insight into how we are performing. The results of the survey will also give Mid Devon Housing an idea of where and how we can improve year on year.

2023-2024 survey

We worked with Service Insights Ltd to carry out our 2023/24 survey in November and December of 2023 using postal, telephone and online survey methods. Service Insights selected a randomised sample through MS Excel randomisation which led to 625 responses. We would like to thank everyone that took part and encourage others to do so for future TSMs, your views help shape the service we provide you. You can view the scores by clicking the tabs below or download our user friendly report in the downloads section on the right hand side.

Test survey

You may remember in late 2022 we conducted a test survey for the TSMs. Although this was not a requirement and the data will not be submitted to the Regulator, at MDH we wanted to be able to better understand our results and tenants views before national data is published by the Regulator which we will be able to use for benchmarking. The test survey was completed in a similar way and received 822 responses. You can view the outcome of this survey in the downloads section.

What happens next?

We have been working hard to analyse your responses and have put together a comprehensive Improvement Plan which will allow us to ensure we provide the best possible service to our tenants. You can view this in the documents section.

Alongside this, tenants were asked within the survey if they were happy to be contacted regarding their answers. We have been working through responses and contacting those tenants who said yes to this to offer the opportunity to discuss their concerns further and whether they wish to raise a formal complaint.

We have been working with our contractor Acuity for the next set of TSMs. For 2024-2025 we are surveying tenants over the final three quarters of the year. A selection of tenants will be contacted at the end of summer for our first set of surveys. You will either receive a phone call to complete the survey over the phone or you will receive an email. You can view the FAQ's section on the right hand side for more information.

Do you want to get involved?

If you would like to join a focus group to discuss the results of the TSMs, please get in touch with our Tenant Involvement Team:

tenantinvolvement@middevon.gov.uk

01884 255255