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Understanding Tenant Satisfaction Measures and How In-house Research Can Help

Updated: Jul 11, 2023

Updated: 11/07/23

Holding hands

Social housing landlords in England are about to face a new system that assesses their ability to provide quality homes and services. The Regulator of Social Housing is introducing new consumer standards and tenant satisfaction measures to ensure that landlords are delivering high-quality services to their tenants. In this article, we will explore what tenant satisfaction measures are, why they have been introduced, and how In-house Research can help landlords and property management companies to collect the data that needs to be reported.

What Are Tenant Satisfaction Measures?

Tenant satisfaction measures are a set of performance indicators used to assess how well social housing landlords are providing quality homes and services to their tenants. These measures aim to capture tenant feedback on various aspects of their housing experience, including the condition of the property, repairs and maintenance, customer service, and the overall living experience. This feedback is then used to identify areas for improvement and to help landlords provide better services to their tenants.

Why Have Tenant Satisfaction Measures Been Introduced?

Tenant satisfaction measures have been introduced as part of the Regulator of Social Housing's new system for assessing how well social housing landlords are delivering quality homes and services to their tenants. The introduction of these measures is part of the regulator's efforts to promote transparency and accountability in the social housing sector and to ensure that tenants receive high-quality services that meet their needs.

These measures involve gathering data on tenant experiences, overall satisfaction levels, and specific areas such as maintenance, repairs, communication, and community engagement.

How In-house Research Can Help

In-house Research Ltd specialises in tenant satisfaction measures, providing social landlords with tailored solutions to capture and analyse tenant feedback. We work with landlords to design surveys that capture the specific aspects of the housing experience that are most important to their tenants. Our team of experts also provide guidance on how to ensure that surveys are representative and that the data collected is accurate and reliable.

Our research solutions include a range of data collection methods, including online surveys, telephone interviews, and multi-modal survey approaches. We also offer data analysis and reporting services, providing landlords with valuable insights into tenant feedback that can be used to identify areas for improvement and to create actionable plans for better service delivery.

Objective and unbiased perspective

In-house Research provide an objective and unbiased perspective, ensuring that the survey results are credible and reliable. Our independent status allows tenants to express their opinions freely, without any potential bias or influence from elsewhere.

Professional Survey Design

Creating an effective tenant satisfaction survey requires careful consideration of question wording, order, and response options. In-house Research specialize in survey design, ensuring that the questions are clear, comprehensive, and capable of capturing relevant insights along with meeting the TSM requirements set out by the Regulator for Social Housing. This expertise leads to more accurate data and a better understanding of tenant experiences. Whether it’s our proven “out of the box” TSM survey, or bespoke surveys to meet a greater demand and provide more in-depth insight, we can help. All while providing the survey results instantly on our bespoke online reporting dashboard.

Expert Data Analysis

Collecting survey responses is just the beginning; transforming the collected data into actionable insights is equally important. Your direct In-house Research Client Liaison Executive possess the skills and expertise to interpret and analyse survey data effectively. They can identify trends, patterns, and areas requiring attention, providing property managers with valuable recommendations for improvement. In addition, survey data and analysis can be provided instantly though our bespoke online dashboard.

Confidentiality and Anonymity

Tenant satisfaction surveys often touch upon sensitive subjects, such as maintenance issues or complaints. In-house Research guarantees tenant confidentiality and anonymity where required, assuring respondents that their feedback will remain confidential and will not be linked back to their identities if requested. This encourages honest and open feedback, contributing to more accurate results.


Tenant satisfaction measures have gained prominence in the UK, reflecting the commitment to improving the quality of rental housing. Armed with their expertise in CATI surveys, In-house Research offers property management companies an effective solution to gather tenant feedback efficiently and accurately. By leveraging our services, property landlords can gain valuable insights into tenant experiences, identify areas for improvement, and ultimately enhance tenant satisfaction levels all while having the regulators' requirements. Embracing such innovative approaches will not only benefit landlords but also foster a stronger and more transparent rental market in the UK.

Contact us today to learn how we can help your organisation meet the new standards!


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