Tenant Satisfaction Measures Survey
Tenant Satisfaction Measures Survey
South Derbyshire District Council has engaged Service Insights Ltd, an independent research company working with Housemark to conduct a Tenant Satisfaction Measures (TSM) Survey on our behalf. This initiative is all about understanding your views and experiences as our valued tenants.
You can find out more about the survey on this easy-access leaflet.
Why is the Council doing this?
The Regulator of Social Housing has launched a new system for assessing and measuring how well housing landlords in England are doing at providing good quality homes and services.
New tenant satisfaction measures were introduced by the government on April 1, 2023, and are designed to help to monitor how well landlords are doing at providing quality homes and services, and to understand how they can make improvements.
As part of the new measures, the Council is required to collect and share data on how we are doing at completing repairs, keeping homes safe, and engaging with our customers – and this is where the tenant perception survey comes in.
How Will the Survey Work?
A random sample of our council tenants will be contacted by email, and a second random sample of our council tenants will be contacted by telephone by a member of the Service Insights team, asking them to complete a tenant satisfaction survey.
The email sent to tenants will include the link to the survey.
By completing a tenant satisfaction survey, you will help us to find out where we are doing well as your landlord and where we need to improve.
Please take this opportunity to have your say. The survey should take no more than ten minutes to complete. It doesn’t matter if you’ve only just moved into your home or don’t use all the services discussed. It is important that we hear as many views as possible.
Results from this survey will be used to calculate annual tenant satisfaction measures.
All answers will be treated in the strictest confidence and will only be used to monitor the quality of service provided to you by South Derbyshire District Council’s landlord service.
If you receive a call from the number 01283 244526, 01283 244615 or 01283 244622 it's Service Insights trying to connect with you for the survey. Don't worry if you miss the call; a recorded message will inform you about the survey's purpose.
Emails will be received from simon.williams@serviceinsights.co.uk. Please see below an example of the email you will receive.
Calls will typically take place between 9:00am to 7:00pm from Monday to Friday, no calls take place on Weekends or Bank Holidays. Rest assured, all responses are confidential.
You can also learn more about Service Insights and their commitment to quality and confidentiality by visiting their website www.serviceinsights.co.uk.
EXAMPLE
Dear XXXXXXX,
South Derbyshire District Council housing services have asked an independent research company, Service Insights Ltd, to collect feedback from their tenants on their views of the services and properties they provide. Your feedback will help improve the services they provide to you. This survey will also be used to calculate annual Tenant Satisfaction Measures scores to be published by the Council as required by the Regulator of Social Housing.
The survey should take about 10 minutes to complete, and your survey responses remain completely anonymous to South Derbyshire District Council housing services unless you give permission to identify yourself at the end of the survey.
Please complete your survey by 9.00am Monday 11th March 2024. To start, click here.
Thank you very much and we look forward to hearing from you.
Regards,
Simon
Dr Simon Williams
Managing Director
Service Insights Ltd (working on behalf of South Derbyshire District Council housing services)
Telephone: 0800 1931174
Email: simon.williams@serviceinsights.co.uk
Website: www.serviceinsights.co.uk
The validity of Service Insights Ltd as a research supplier can be checked for free by calling the Market Research Society's Freephone verification service on 0800 975 9596 or checking our listing on the Market Research Society's website https://www.mrs.org.uk/standards/online-register.