TSM Surveys

From April 2023, all social housing providers in England must collect data on a new set of tenant satisfaction measures (TSMs). These are part of a new system developed by the Regulator of Social Housing to assess how well social housing landlords are doing at providing good quality homes and services.

The measures are aimed at helping improve standards for people living in social housing, by:

  • providing visibility, letting tenants see how well their landlord is doing, and enabling residents to hold their landlord to account
  • providing the regulator an insight into which landlords might need to improve things for their residents

TSMs are designed to see how well landlords are performing in terms of:

  • keeping properties in a good state of repair
  • maintaining building safety
  • respectful and helpful engagement
  • effective handling of complaints
  • responsible neighbourhood management.

There are 22 Tenant Satisfaction Measures in total which include:

  • 12 Tenant Perception Measures (TPMs)
  • 10 Management Information measures (MI).

For tenant perception measures, landlords are required to survey a sample representative of their customer population.

How are Mount Green surveying our residents

We are working with Acuity Research and Practice Ltd to survey a representative sample of our residents via phone between Monday 11th September – 23rd September.

  • The survey is based on a random sample of residents. The number of responses required is set out by the regulator in order to get a representative sample.
  • Acuity will survey residents by phone and will ask for residents’ opinions on the services that we provide. They will never ask for any personal passwords or financial information such bank account details. 
  • Surveys typically last between 10 and 12 minutes
  • Acuity only make calls between the hours of 9:30am and 8:00pm Monday to Friday and between the hours of 10:00am and 6:00pm on Saturday. Interviewers allow the telephone to ring for a minimum of 25 seconds, or until a voicemail system kicks in, to ensure customers with mobility issues are given sufficient time to get to the phone.
  • If a tenant receives a call from Acuity the number displayed is 01273 093939, which is a Brighton Area code. If the tenant sees a missed call from this number and calls back, they will hear a recorded message informing them that someone from Acuity tried to call them to complete a survey for their landlord.
  • Some topics covered by the survey may be quite sensitive. In this situation Acuity can keep responses completely anonymous. If there are any questions residents would prefer not to answer, they can let the interviewer know.
  • Our residents’ privacy is very important to us. Acuity Research will go to great lengths to preserve data privacy and protect personal data used in conducting all research. For full details about Acuity Research’s privacy policy please visit their website
  • If a resident would prefer not to take part, they just let the Acuity caller know. 

All residents who take part in this survey will be entered into a raffle. Five residents will be chosen at random to receive a £50 shopping voucher.