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Tenant Satisfaction measures

Helping You Get The most Out of TSM.

From 1st April 2023 the requirement for all landlords to start collecting Tenant Satisfaction Measures (TSM) came into force. if you are still refining your approach, we can help you integrate TSM into a robust research programme that delivers the insight you need - while meeting the requirements of the Regulator of Social Housing.

Whether you need help with a fully outsourced TSM approach, running TSM inhouse, and need to boost your data collection, or would like some external consultancy to ensure you are following best practice and meeting the requirements, we have a range of solutions available.

We'd love to have a friendly chat about your TSM needs and how we can help. Get in touch to discuss everything TSM or book a meeting using our online calendar.

What we do

We've been developing research programmes within the housing sector for over 20 years and have given our approach to TSM some serious thought. The new measures might be seen as meeting the requirements of the regulator, but we think it's important to see them as an opportunity to engage with tenants and find out what really matters to them.

We're here to help landlords collect, analyse, report and validate TSM. Download our full products and services for TSM factsheet to find out more.

Dowload TSM Factsheet

Products and Services For TSM

Programme Design

  • Questionnaire design

  • Sampling frame design

Data Collection

  • Telephone

  • Online/SMS

  • Postal and face to face

Analysis and Reporting

  • Insight report

  • Weighting data and reliability

  • Submission summary for RSH

Online TSM Results Portal

  • Daily / weekly / monthly / quarterly

  • Access for 10 users

  • All comments and raw data available

  • Report filtering

TSM Results for Residents

  • Pictorial TSM summary and report

  • Infographics

  • Printable and downloadable assets

  • Animated results videos

TSM Consultancy

Across 3 areas:

  1. Discovery

  2. Review

  3. Validation

Sharing TSM Results with Tenants Event - 21-03-24

Compliant, Clear and Inclusive.

All registered social housing providers MUST submit their TSMs between 1st April and 30th June 2024. There are many ways to feedback results and many ways tenants will want to engage with the results, this session will discuss the points you need to consider managing this process to ensure the information is complete in its detail, clear and inclusive for tenants, as well as compliant for the regulator.

This morning event in Manchester on Thursday 21st March 2024 will cover feeding back the tenant perceptions measures of your TSMs. We'll take you through everything you need to know and include real life examples to inspire ideas for your own organisation. Book your place now. 

Book Now

Book a TSM Meeting Online

To discuss your TSM project and the services we provide, why not book a quick 15 minute meeting with a member of our TSM team. Book now using our online calendar.

Book TSM Meeting

Running TSM Inhouse? We can boost your data collection

Many of our Social Housing contacts are running their TSM survey using mixed methodology.

However, boosting responses with telephone surveys can be challenging, which is why TLF Research is offering ‘a boost’ to top up your data collection by telephone. This is not about outsourcing your entire TSM telephone research, you keep control and we boost your telephone interviews - keeping you on track to meet the RSH sample requirements

There will be a small set up fee and then a cost per interview from then on.

Please complete our short online form if you would like to receive our pricing rate card and a proposal of how we can help with your telephone interviews.

Request Pricing Rate Card

TSM Consultancy

If you are looking for a critical friend, we will challenge and support you throughout your TSM project. Giving you guidance and context based on our experience of working with many social housing landlords. We provide consultancy services across three stages, depending on your needs.

  1. The ‘Discovery’ stage where we will work with you to design an approach that is fit for purpose. We consider factors such as, the robustness and the representativeness of your sample, data collection methodology and reporting.

  2. The ‘Review’ stage during the project or after a wave of data collection. We will work with you to help assess your responses and whether to consider alternative methodologies to ensure you work towards your sample frame.

  3. The ‘Validation’ stage is where we will check your calculations and submission. Where necessary we can offer guidance for weightings or reproduce the final report for submission in full.

Get in touch or book a TSM meeting online, if you would like a ballpark costs figure and a 15 minute firendly conversation about your TSM project.

Get In Touch

Housing Webinars 2023

Join us on our housing specific webinars - all new subjects for 2023. Register for your free place now.

View All Live Webinars

Webinar

Housing: Tenant Involvement

There is a regulatory obligation for social housing landlords to involve tenants in the decision-making process. Many landlords find their ‘opportunities’ attract a narrow, and predictable, range of volunteers. Housing associations need to do everything they can to encourage a wi...

Webinar

Housing: Deep Dive In To Complaints

There is an increasing focus on the way housing associations deal with problems and complaints. The Housing Ombudsman has made it clear that a complaint is ‘An expression of dissatisfaction, however made…’ and it does not have to use the word ‘complaint’. The Housing Ombudsman al...

Webinar

Housing: Research to Inform CX Strategy

Many social landlords talk about being customer led, but in reality customer experience is often seen as a purely operational question. Customer surveys are used in closed loop reporting on specific transactions or events, or in tick-box regulatory surveys, but no one ever makes ...

Webinar

Housing: Closing The Loop

We’re presenting a dedicated housing view of our popular 'Closing The Loop' webinar and exploring the practicalities within the housing sector. It is becoming easier and easier to integrate tenant feedback in real time and we'll look at best practice ways to use rapid turnaround ...

Research For Housing

TLF Research has been developing housing research programmes for over 20 years and works with some of the UK's largest housing associations (and some amazing smaller ones too!). We're proud of our work with the housing sector and happy to play our part helping our clients deliver a first-rate service to their residents.

Discover more about our research in the housing sector.

Find out more

Who We Work With

We're proud to work with a wide range of housing associations and local authorities across the UK.

Housing Content From the CX Insights Hub

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Webinar

Housing: Best Practice Repairs Tracker

A key touch point that can cause a lot of dissatisfaction when not delivered well. Find out how to implement a Best Practice Repairs Tracker that measures the things driving customer satisfaction and tells you how consistently you’re achieving a high level of service

Webinar

Housing: Best Practice For New Build And Sales Surveys

The touchpoint that you only have one shot at! In this webinar we’ll share our thoughts and experiences on how you can survey these touchpoints to better understand them and utilise the results to make sure you get off on the right foot with your New Build and Sales residents.

Downloads

Housing: Making Your Tenants Feel Safe During The Repairs Experience

How has Covid affected the repairs experience of your tenants? And how do you reduce anxiety for tenants caused by the experience? Our latest report 'Making your tenants feel safe during the repairs experience' explores these questions.

Webinar

Housing: Voids And Exits - Measuring The Experience

Voids and exiting customers cost housing associations millions of pounds every year. In this webinar, we look at how you can measure the effectiveness of your customer communication and identify what to do differently to improve turnaround time, efficiency and the customer experi...

Get In Touch

Get in touch to discuss how we can help you with your TSM plans.

Get in touch