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.

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.

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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

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

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 half year 25/26 project in November 2025. If you would like to be involved in this next project you can register your interest by completing our short online form.

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Housing Webinars

Watch our Housing Webinar On-Demand Now.

On-Demand Webinars

Webinar

Housing: TSM Planning for 2025 / 2026 and Beyond

We're coming up to the end of year two of Tenant Satisfaction Measures. On this webinar we will share our learnings from TSM and cover a range of best practice to support providers to plan for 2025 / 2026. The webinar is 25 minutes with 5 minutes Q&A and will cover: 1. Data f...

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 ...

Who We Work With

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

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.

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