Homesectorshousing

Research For Housing

TLF Research has been developing housing research programmes for 30 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. Each year we work with over 40 registered providers to deliver resident research projects.

We can help clients with a range of different research needs from delivering compliant Tenant Satisfaction Measures (TSM) research, to understanding and measuring key interactions and touchpoints, through to helping design and implement a balanced programme of resident feedback, putting residents at the heart of organisational change.

Regardless of your need, we can help to deliver research that translates resident voices into strategic action.

Get in touch or book a meeting to discuss your research needs.

Social Housing

TSM - Tenant Satisfaction Measures

TLF Research have been developing housing research programmes for over 20 years and work 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...

Transactional Surveys For Housing

Consumer Standards is clear, landlords need to look at customer feedback holistically, as TSM alone will not provide a clear enough picture. That’s where Transactional Surveys come in. They provide specific, granular feedback that enables evidence-based decisions and targeted se...

Strategic Housing Research

For nearly 30 years, we have helped social housing providers capture and act on the resident voice—from regulatory surveys to transactional feedback and full customer journey research. But strategy needs more. That’s why we design bespoke research—qualitative, quantitative, or a...

Resident Journey Mapping

Do you need some help with mapping key journeys for your residents? Do you need to understand how these journeys may differ depending on the tenure of a resident, or if they have any additional needs and requirement? If so, get in touch about our journey mapping services. Our J...

Resident Closeness Research

Truly understanding the lived experience. Never had the need been greater to understand residents and truly appreciate what the lived experience is like for the people who live in the homes you provide Resident Closeness isn’t another research project, it’s a collective of immers...

EDI / Data Capture Surveys

When the new consumer standard was introduced in April 2024, the Regulator of Social Housing made it clear under the Transparency, Influence and Accountability Standard that they expected landlords to use ‘relevant information and data to assess whether their housing and landlord...

Training Course

Data Skills For TSM - Online Course

Designed for tenants, scrutiny board members and those involved in engagement activities who work with landlords to improve services. This course addresses the common challenges of interpreting survey results, such as understanding methodologies, navigating data tables, and makin...

Design & Storytelling Tools for Housing

Our design and storytelling tools are an informative and impactful way of feeding back the results of your Tenant Satisfaction Survey to both tenants and employees. Here's a few examples of how we can help you make the most of your data. Got something specific in mind or have a ...

Who We Work With

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

Our work in social housing

Years Experience in Resident Research

Registered Social Housing Clients Every Year

Telephone Interviews Conducted Every Year

Online Survey Responses Analysed Every Year

Get in touch

Housing Services

Tenant Satisfaction Measures (TSM)
Transactional Surveys
EDI / Census Data
Resident Closeness / Tenant involvement
Repairs Trackers
Complaint Management Research
Housing Research Consultancy
Creative Communications With Residents
Benchmarking & Target Setting

Outsourcing TSM Surveys

Many providers are looking to price check or go out to tender for their TSM 2025 to 2026.

TLF works with over 40 providers giving expert help and support with TSM and RSH compliance, if you would like to see how we approach TSM, including a:

  • Demo of our TSM reporting portal, offline reports and submission table data

  • A Ballpark fee for data collection or managing your full survey

  • Or a detailed proposal with costings

Book a meeting using our online calendar to discuss your TSM project.

Book a Meeting

Data Skills For TSM - Online Course

Confidence in Understanding Tenant Satisfaction Measures

Designed for tenants, scrutiny board members and those involved in engagement activities who work with landlords to improve services. This course addresses the common challenges of interpreting survey results, such as understanding methodologies, navigating data tables, and making sense of weightings. Whilst the course has been designed primarily with tenants in mind, colleagues who are tenant-facing and involved in engagement activities will also benefit.

This course will strengthen data literacy and clarify the key aspects of TSM surveys. Delegates will learn the right questions to ask their landlord, ensuring greater transparency and a deeper understanding of the results. By the end, they’ll feel more confident discussing TSM outcomes and be better equipped to advocate for meaningful improvements for all tenants.

Coming Soon - Book now to secure places for the October 15th 2025 start date.

Find Out More

Transactional Surveys

Consumer Standards is clear, landlords need to look at customer feedback holistically, as TSM alone will not provide a clear enough picture.

That’s where Transactional Surveys come in. They provide specific, granular feedback that enables evidence-based decisions and targeted service improvements. Whether assessing one or two key moments of truth, or evaluating the entire tenant journey, we can help you design and implement a cost-effective feedback programme.

Our expertise in Questionnaire Design ensures that the data collected is robust, reliable, and capable of highlighting genuine opportunities to enhance services and improve tenant outcomes. Find out more.

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Book a Housing Research Intro

Book a a quick 15 minute intro meeting to discuss our range of housing research services. Whether you'd like discuss TSM surveys, book a demo of our repairs or complaints solutions, EDI, or find out how we can help with tenant engagement, we'd love to have a friendly chat.

Book a MEETING

TSM Benchmarking Reports

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

Our latest TSM Benchmarking report covered the full year data for 2024/25. The data submission window for this report has now closed.

We will be running a full year 25/26 project in 2026. If you would like to be involved in this next project you can register your interest by completing our short online form.

Find Out More

Design And Storytelling Tools For Housing

Our design and storytelling tools are an informative and impactful way of feeding back the results of your Tenant Satisfaction Survey to both tenants and employees. Here's a few examples of how we can help you make the most of your data.

Got something specific in mind or have a question about something you see? Please get in touch for more information.

See examples

Housing Webinars

Watch our Housing Webinar On-Demand Now.

On-Demand Webinars

Webinar

Housing: TSM Planning

On this webinar we will share our learnings from TSM and cover a range of best practice to support providers planning their approach. The webinar is 25 minutes with 5 minutes Q&A and will cover: 1. Data from Year One and Year Two 2. Pre survey communications 3. Maximising Insi...

Webinar

Housing: Getting The Most Out of Your Transactional Surveys

New Consumer Standards introduced in April 2024 make it clear that the Regulator of Social Housing (RSH) expects Registered Providers to hold good data on how they are performing. Furthermore, RSH also expects landlords to have tenant feedback inputting into performance measures ...

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: 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 ...

Housing Content From the CX Insights Hub

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Downloads

Housing Deep Dive: Index of Consumer Sentiment

How Social Renters Compare. Since Q4 2022 we have asked people to tell us the nature of their home tenure, and in this special report we’re going to dig into the differences (and similarities) we’ve seen between social renters and consumers in general. Our Index of Consumer Senti...

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: 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 ...

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