Tenant Satisfaction measures
Helping You Get The most Out of TSM.
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.
We'd love to have a friendly chat about your TSM needs and how we can help. Get in touch to discuss everything TSM or book a meeting using our online calendar.
What we do
We've been developing research programmes within the housing sector for over 20 years and have given our approach to TSM some serious thought. The new measures might be seen as meeting the requirements of the regulator, but we think it's important to see them as an opportunity to engage with tenants and find out what really matters to them.
We're here to help landlords collect, analyse, report and validate TSM. Download our full products and services for TSM factsheet to find out more.
Products and Services For TSM
Programme Design
Questionnaire design
Sampling frame design
Data Collection
Telephone
Online/SMS
Postal and face to face
Analysis and Reporting
Insight report
Weighting data and reliability
Submission summary for RSH
Online TSM Results Portal
Daily / weekly / monthly / quarterly
Access for 10 users
All comments and raw data available
Report filtering
TSM Results for Residents
Pictorial TSM summary and report
Infographics
Printable and downloadable assets
Animated results videos
TSM Consultancy
Across 3 areas:
Discovery
Review
Validation
Housing: TSM Planning for 2025 / 2026 and Beyond
Free
Book a TSM Meeting Online
To discuss your TSM project and the services we provide, why not book a quick 15 minute meeting with a member of our TSM team. Book now using our online calendar.
Running TSM Inhouse? We can boost your data collection
Many of our Social Housing contacts are running their TSM survey using mixed methodology.
However, boosting responses with telephone surveys can be challenging, which is why TLF Research is offering ‘a boost’ to top up your data collection by telephone. This is not about outsourcing your entire TSM telephone research, you keep control and we boost your telephone interviews - keeping you on track to meet the RSH sample requirements
There will be a small set up fee and then a cost per interview from then on.
Please complete our short online form if you would like to receive our pricing rate card and a proposal of how we can help with your telephone interviews.
TSM Consultancy
If you are looking for a critical friend, we will challenge and support you throughout your TSM project. Giving you guidance and context based on our experience of working with many social housing landlords. We provide consultancy services across three stages, depending on your needs.
The ‘Discovery’ stage where we will work with you to design an approach that is fit for purpose. We consider factors such as, the robustness and the representativeness of your sample, data collection methodology and reporting.
The ‘Review’ stage during the project or after a wave of data collection. We will work with you to help assess your responses and whether to consider alternative methodologies to ensure you work towards your sample frame.
The ‘Validation’ stage is where we will check your calculations and submission. Where necessary we can offer guidance for weightings or reproduce the final report for submission in full.
Get in touch or book a TSM meeting online, if you would like a ballpark costs figure and a 15 minute firendly conversation about your TSM project.
Housing Webinars
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: 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: 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 ...
Research For Housing
TLF Research has been developing housing research programmes for over 20 years and works 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 a first-rate service to their residents.
Discover more about our research in the housing sector.
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
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: 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: 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 ...
Get In Touch
Get in touch to discuss how we can help you with your TSM plans.