top of page


A research partner you can trust

Social Housing


Tenant Satisfaction Measures (TSMs)

Use our trusted & proven approach to obtain and understand your tenant satisfaction data.

Following a consultation, from the 1st of April 2023, the Regulator of Social Housing will introduce new requirements (TSMs) for all social housing providers. This will be for ascertaining how social housing landlords in England are performing by providing customer satisfaction data on areas such as repairs, safety checks, neighbourhood management and complaints.

In-house Research has a ready-to-go, tried and tested, and comprehensive research program that provides insight while delivering the new requirements of the Regulator of Social Housing.

Colourful Terraced Houses
In-house Customer Logos


In-house Research has provided specialised Customer Satisfaction Research within the UK housing industry for the last 25 years. 

While these new measures and regulations may feel like a tick box, we can actively help you with our tried and tested methods to not only dissect and understand your reported data but assist you in how to positively utilise this data to implement constructive ongoing improvements for an improved experience by your tenants.

Simplicity from data collection to visualisation


Data Collection

From our CATI Research team to SMS or email, we will can build a multimodal approach to collecting your data



Using the data collected, we will help you analyse where your strengths and weaknesses are and what you need to do next.  We will then begin to monitor improvements and teach your staff to do the same.


Optimise your experience

Once you are on your journey, we will support you to continuously optimise your customer experience with our independent expertise.  Our team of Client Liaison Executives will support you in your ambitions.


Online reporting made simple

Our reports are built as a bespoke solution to each company that we work with in order to ensure maximum implementation of the data that we collect.  Dashboards are customised for all different audiences and reports can show anything from instant dashboard performances, through to trends, breakdowns and league tables.  Each report is optimised to make it easy to interpret and understand.  Below are just a few examples of the types of reports you can expect.

Online Dashboard


Ability to have separate reports based on your company hierarchy.  From Executive reports through to individual feedback, nothing is impossible.


Speed up your analysis with flexible filtering capabilities; built using the data you provide, or the data we collect from your customers.


Want to share your reports; then you can export them to PowerPoint, Excel or to a PDF.

Or simply print them straight off with a click of a button.


TSMs require responses to reflect a representative sample of tenants for both Low Cost Rental Accommodation (LCRA) and Low Cost Home Ownership (LCHO).

This means that the sample size for overall satisfaction must meet the minimum level of statistical accuracy based on your tenant population for each stock type. Enter your population size, and your required confidence level & interval below to calculate how many responses are required to meet the criteria.

For TSMs, the Regulator requires a minimum confidence level of 95% and a confidence interval between 2% and 5% depending on your size.


Read more about how leveraging In-house Research services, we can help property management companies and landlords gain valuable insights into tenant experiences, identify areas of improvement and ultimately enhance tenant satisfaction levels.


Let us help you deliver your TSMs

We want to know your needs exactly so that we can provide the perfect solution. Let us know your ambitions and objectives, and we will tailor an experience programme to suit you.. 

bottom of page