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Research For Housing

TLF Research has been developing housing research programmes for more than 20 years, working 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, helping our clients deliver a first-rate service to their residents.

We're busy helping all our housing clients get the most of out the Tenant Satisfaction Measures (TSM). From incorporating them into balanced research programme and data collection, to engaging residents with the results and ensuring compliance with the regulator, get in touch to find out how we can help.

Our approach focuses on maximum participation, particularly from seldom heard audiences, helping to achieve high response rates and representative samples. Delivering award-winning research, we’ll help you drive positive change.

If you'd like to find out more about our range of services or discuss your project, complete our short online form for a friendly chat.

What we do

As a full service customer research agency, we can help you with every stage of your journey, from planning and research design, to creative communication and taking action.

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Housing Services

Tenant Satisfaction Measures (TSM)
STAR Surveys
Repairs Trackers
Complaint Management Research
Voice of the Customer Research Design
New Builds & Shared Ownership
Touchpoint surveys
Housing Research Consultancy
Research Result Communications With Residents
Benchmarking & Target Setting

Free End of Year TSM Benchmarking Report

We are working with a range of social housing providers to offer free benchmarking for all 12 of the TSM Tenant Perception Measures.

The latest TLF Research benchmarking report will cover the first full year of TSM results and you'll receive a personalised report to show how your organisation compares.

All results will be anonymised. TLF Research will provide insights into the range of scores, methodologies adopted and any common themes.

Sign up now to receive your report.

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Housing Webinars

Watch our Housing Webinar On-Demand Now.

On-Demand 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 ...

How can we help with 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.

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Who We Work With

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

Online Results Portals

We've developed range of online portals to make it easier to present your research results and get the insight you need. We can offer portals for surveys such as Repairs Trackers, TSM or STAR.

If you would to find out more about our portals and take a look at the functionality, you can book a demo now.

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Standalone projects

We understand that not all organisations need our full service offer and we're happy to be able to work on standalone projects to meet the needs of all landlords and housing associations. These include:

  • Questionnaire design

  • Sample frame design

  • Data collection only (whether face-to-face or by post, telephone, email or SMS)

  • Focus groups and online communities

  • Analysis and reporting (including validating existing research)

  • Web portal for sharing results and self-serve analysis

  • Communications for feeding back survey results to colleagues and residents

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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 your research plans.

Get in touch