Contents
- The Tenant Satisfaction Measures
- Approach
- Survey Design
- Methodology
- Sample Size
- Representative Sample
The Tenant Satisfaction Measures
The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct tenant perception surveys to generate and report TSMs annually as specified by the Regulator of Social Housing. TSMs are intended to make landlords’ performance more visible to tenants and help tenants hold their landlords accountable.
The TSM standards consist of 22 measures: 10 management information measures and 12 satisfaction measures. They cover five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective handling of complaints, alongside an additional measure for overall satisfaction with landlord services. All information must be an accurate, reliable, valid to provide a transparent reflection of the performance.
Approach
IFF Research were commissioned to carry out this research in accordance with guidance provided by the Regulator of Social Housing on behalf of Bassetlaw District Council in 2024/25. IFF Research is an independent research agency with extensive experience in gathering robust customer feedback for a wide range of sectors.
Survey Design
The survey design meets the criteria as defined in ANNEX 4: Tenant Survey Requirements. Bassetlaw District Council also included the following additional questions within their survey:
- Why do you say that? positioned after TP01 Overall Satisfaction
- Generally, how satisfied or dissatisfied are you with the way Bassetlaw District Council deals with repairs and maintenance? positioned after TP03 (only asked to those who responded ‘no’ to Repairs qualifier question)
- How satisfied or dissatisfied are you that Bassetlaw District Council are easy to deal with? positioned at the end of theme Respectful and Helpful Engagement
- How strongly would you agree or disagree with the following statement, “I trust Bassetlaw District Council to do what they say they will do”? positioned at the end of theme Respectful and Helpful Engagement
- Have you experienced anti-social behaviour in your neighbourhood in the past 12 months? positioned at the end of theme Responsible Neighbourhood Management
Please note that a ’Don’t know/Refused’ option was included for questions TP01, TP02, TP03, TP04, TP09 and TP10 for interviews conducted via telephone. This was not read out as an answer option and only used in instances when a customer was unable to select an option from the responses available but wanted to continue to provide their feedback. This prevented interviewers from making assumptions or inferences on the customer’s behalf and enabled these customers to continue with the survey to provide their feedback. When submitting data any ’Don’t know/Refused’ should be removed from the reported base for each of these questions for percentage calculations.
As a result, the TSM survey results submitted may include customers who refused or were unable to answer TP01 but wanted to continue to provide their feedback. This is in line with the introductory text confirming that their data would be included in the data submission to the Regulator.
IFF have achieved:
- 609 valid responses to TP01 for LCRA, this exceeds the minimum requirement for LCRA
- Fieldwork was not conducted for LCHO due no LCHO units managed by Bassetlaw District Council
We consider that a respondent who has terminated an interview has effectively withdrawn their consent to participate in the research. We appreciate that this is open to interpretation, but we take the most cautious approach to uphold our ethical standards. We do include partial responses, where customers have skipped or refused to answer any questions but have submitted their interview.
Methodology
The TSM survey was conducted on a monthly basis from 19 April 2024 – 5 March 2025.
Surveys were conducted by telephone and online via email invitations. This mixed methodology supports inclusivity and flexibility for survey completion.
- 94% (576) of LCRA surveys were completed via telephone
- 6% (35) of LCRA surveys were completed online
Sample Size
The required sample sizes ae shown in the table below (according to Bassetlaw District Council Statistical Data Return 2024 and the latest population data provided by Bassetlaw District Council in April 2024):
| Tenure Type | Population | Confidence interval required | Number of interviews required per annum for submission | Number of interviews completed |
|---|---|---|---|---|
| Low-Cost Rental Accommodation (LCRA) | 6,546 | +/- 4% | 550 | 611 |
| Total | 6,546 | N/A | 550 | 611 |
Bassetlaw District Council is required to complete a minimum of 550 surveys per annum among LCRA customers to meet a +/-4% confidence interval.
As Bassetlaw District Council has less than 1,000 LCHO stock, it is not compulsory to conduct this survey and report the findings to the regulator for LCHO customers.
A quota sampling approach based on agreed characteristics to represent the profile of the full customer population. Quotas were set for:
- Age
Representative Sample
The Regulator requires providers to ensure, as far as possible, that the survey responses used to calculate the perception TSMs are representative of the relevant tenant population. The sample needs to be representative otherwise perception measures will be biased estimates of the satisfaction score for the relevant tenant population. Providers can meet this requirement through one of two routes:
- A representative sample: This means there is no material under/over-representation of tenant groups (compared to the relevant tenant population) that is likely to affect calculated satisfaction scores.
- Weighting responses: If the achieved sample is not representative of the tenant population then providers must appropriately weight the responses to ensure the TSMs reported are representative. Providers must reach a balanced judgement as to which characteristics to include in an assessment of representativeness based on their particular tenant profile, evidence or rationale for potential different satisfaction scores by characteristic, and available data.
The table below summarises the review carried out based on the demographic information available and the representativeness of the survey results.
Based on the review we are satisfied that the sample population and TSM results accurately reflect that of the full customer population.
| Sample variable | Customer population profile (%) | Sample profile (Count) | Sample profile (%) |
|---|---|---|---|
| Age group | |||
| 16-25 | 2% | 12 | 2% |
| 26-40 | 17% | 101 | 17% |
| 41-59 | 29% | 180 | 29% |
| 60-74 | 30% | 179 | 29% |
| 75+ | 22% | 139 | 23% |
| Gender | |||
| Female | 59% | 330 | 54% |
| Male | 41% | 280 | 46% |
| Unknown | 1% | 1 | 0% |
| Ethnicity | |||
| White British | 66% | 403 | 66% |
| White other | 4% | 14 | 2% |
| BAME | 0% | 6 | 1% |
| Unknown | 29% | 188 | 31% |
| Disability | |||
| Yes | 41% | 280 | 46% |
| No | 55% | 306 | 50% |
| Area | |||
| East - Retford Area | 47% | 282 | 47% |
| West - Worksop Area | 53% | 322 | 53% |
Reporting: IFF Research will/have produced a final insight report based on the findings from the 2024/25 TSM survey results.
Last Updated on Wednesday, May 28, 2025