The survey is carried out annually by an external company called Acuity and conducted over the telephone with a random sample of tenants. The result of the survey helps us to see where we can improve our services and carry out further consultation with tenants.
Tenants may receive a call from Acuity anytime between 30th June to 13th July. The survey consists of a series of questions and should take no more than 15 minutes to complete.
If you wish to see the findings of the previous surveys, these can be read on our website at www.southkesteven.gov.uk/housing/housing-faqs-and-service-standards/housing-reports”
The TSM is part of the Housing Regulatory Framework and consists of 12 core questions that all social housing landlords must ask in the same way.
The TSM captures satisfaction of tenants over the core areas of housing management in terms of satisfied/dissatisfied.
A representative sample of tenants are contacted by phone and complete a questionnaire.
Our TSM is carried out by Acuity – an external consultancy – who contact a sample of tenants to take part in the survey.
The first phase starts on 30th June and ends on 13th July, the second phase will be from 17th Nov to 29th Nov.
A final report is produced in December.
The findings are compared on a national level and provides a picture of satisfaction among tenants living in social housing at that time. Internally, the feedback is used to identify causes of dissatisfaction and areas where we can investigate further and implement service improvements.