Tenant Satisfaction Measures Summary of approach
This page explains how we carried out our 2024 tenant satisfaction measures perception survey and calculated the results.
The approach
We carried out a census survey with our customers during February and March 2024 and received 4622 responses – a response rate of 20.0%.
We managed the collection and analysis of the survey ourselves and did not use any incentives to encourage potential respondents to take part.
We excluded the following from our survey:
- 185 potential respondents due to capacity, mainly in our care and support schemes
- 466 properties which were not occupied by customers who have a GSA tenancy
- 47 properties which were empty when the survey was sent out
We used the survey methods detailed in the table below to invite responses from customers based on the contact details and preferred method of contact we have recorded. Where we had no recorded phone number or email address we sent a postal survey, we also used this method when a customer’s first language is not English and translated the survey into the 10 most used alternative languages.
| Survey method | Number of surveys (tenants) | Number of surveys (shared owners) | Total number of surveys |
|---|---|---|---|
| Telephone | 670 | 42 | 712 |
| Internet | 1866 | 222 | 2088 |
| Face to face | 0 | 0 | 0 |
| Postal | 285 | 27 | 312 |
| SMS | 1423 | 87 | 1510 |
| All other methods | 0 | 0 | 0 |
| Totals | 4244 | 378 | 4622 |
The representativeness
We achieved all the requirements of the TSM’s including sample size which we prioritised when carrying out the survey. Because we chose to carry out a census survey no sampling methods were used.
Representativeness of our final sample size of 4622 responses was initially assessed by the number of customers who responded to the question asked about overall satisfaction (TP01) compared to the total number we have for each of these characteristics:
- Business stream – affordable rent and mortgage rescue for example
- Tenure type – assured or fixed term tenancy for example
- Age of respondent
- Geographical area – our four localities
- Property type – house or flat for example
This showed us the responses we had received were representative of our business streams and tenure and property types. Overall however the responses we received were not proportionate to the ages and localities of all our customers. To ensure our results are more representative we used weighting on these two characteristics in accordance with our regulatory responsibility for reporting. This makes the results more appropriate and means we have been able to include and use the responses from each customer who took the time to complete the survey
The tables below show the responses we received by age of respondent and geographical area and how we weighted them to ensure they were representative of all our customers.
| Age group | Relevant tenant population (% total) | Total survey responses before weighting (% total) | Total survey responses after weighting (% total) |
|---|---|---|---|
| Unknown | 1.08% | 1.51% | 1.08% |
| <18 | 0.04% | 0.05% | 0.04% |
| 18-30 | 6.19% | 11.54% | 6.19% |
| 31-40 | 14.11% | 19.72% | 14.11% |
| 41-50 | 16.70% | 18.37% | 16.70% |
| 51-60 | 23.82% | 20.16% | 23.82% |
| 61-70 | 20.58% | 14.67% | 20.58% |
| 71+ | 17.48% | 13.98% | 17.48% |
| Area | Relevant tenant population (% total) | Total survey responses before weighting (% total) | Total survey responses after weighting (% total) |
|---|---|---|---|
| Locality 1 | 26.7% | 28.0% | 26.7% |
| Locality 2 | 17.4% | 19.0% | 17.4% |
| Locality 3 | 29.1% | 28.7% | 29.1% |
| Locality 4 | 26.8% | 24.3% | 26.8% |
| Age group | Area | Target % | Actual % | Weighting used |
|---|---|---|---|---|
| Unknown | Locality 1 | 0.76% | 0.58% | 1.31 |
| Unknown | Locality 2 | 0.42% | 0.26% | 1.62 |
| Unknown | Locality 3 | 0.26% | 0.19% | 1.37 |
| Unknown | Locality 4 | 0.06% | 0.04% | 1.50 |
| <18 | Locality 1 | 0.03% | 0.02% | 1.50 |
| <18 | Locality 2 | 0.02% | 0.02% | 1.00 |
| 18-30 | Locality 1 | 3.30% | 1.56% | 2.12 |
| 18-30 | Locality 2 | 2.45% | 1.58% | 1.55 |
| 18-30 | Locality 3 | 3.28% | 1.60% | 2.05 |
| 18-30 | Locality 4 | 2.51% | 1.45% | 1.73 |
| 31-40 | Locality 1 | 5.33% | 3.63% | 1.47 |
| 31-40 | Locality 2 | 3.68% | 2.66% | 1.38 |
| 31-40 | Locality 3 | 6.08% | 3.98% | 1.53 |
| 31-40 | Locality 4 | 4.63% | 3.83% | 1.21 |
| 41-50 | Locality 1 | 4.87% | 4.02% | 1.21 |
| 41-50 | Locality 2 | 3.34% | 3.07% | 1.09 |
| 41-50 | Locality 3 | 5.82% | 5.30% | 1.10 |
| 41-50 | Locality 4 | 4.34% | 4.31% | 1.01 |
| 51-60 | Locality 1 | 5.38% | 6.17% | 0.87 |
| 51-60 | Locality 2 | 3.95% | 4.22% | 0.94 |
| 51-60 | Locality 3 | 5.98% | 7.27% | 0.82 |
| 51-60 | Locality 4 | 4.84% | 6.17% | 0.78 |
| 61-70 | Locality 1 | 4.25% | 5.80% | 0.73 |
| 61-70 | Locality 2 | 2.78% | 3.33% | 0.83 |
| 61-70 | Locality 3 | 3.89% | 5.82% | 0.67 |
| 61-70 | Locality 4 | 3.75% | 5.63% | 0.67 |
| 71+ | Locality 1 | 4.07% | 4.95% | 0.82 |
| 71+ | Locality 2 | 2.33% | 2.27% | 1.03 |
| 71+ | Locality 3 | 3.39% | 4.91% | 0.69 |
| 71+ | Locality 4 | 4.20% | 5.34% | 0.79 |
The survey
Read our 2024 Tenant Satisfaction Measures survey and cover letter (PDF)
We used the following wording when sending out or asking respondents to complete our survey over the phone:
Survey heading: We’re committed to listening to our customers and using your feedback to improve our services. Your feedback will be treated confidentially and will play a crucial role in helping us to understand how we can improve. Thank you in advance for taking the time to complete this survey. This survey will take approximately six minutes to complete.
The email used when sending the link to the survey on Microsoft Forms said:
Email content: We’re committed to listening to our customers and using your feedback to improve our services. Please take some time to complete this short survey. Your feedback will be treated confidentially and will play a crucial role in helping us to understand how we can improve. We are required to send you this survey by the Regulator of Social Housing: the Government body which oversees our sector and makes sure we are meeting the needs of our customers. Thank you in advance for your feedback.
Our phone survey was introduced as follows:
Telephone introduction: Hello, it’s [name] from GreenSquareAccord, I’m calling to ask you to take part in the Tenant Satisfaction Survey we are required to carry out with our customers by the Regulator of Social Housing (RSH). Tenant Satisfaction Measures (TSMs) help show how well social housing landlords are doing at providing good quality homes and services, they help tenants hold their landlords to account. The survey should take approximately 6 minutes and all the information you give will be shared with our regulator.
The wording we used when we sent the survey by SMS text link was:
Text wording: Please complete our short survey. Your feedback will help us understand how we can improve our services. GreenSquareAccord [link supplied]
We included the following additional questions in our perception survey:
Please note that the following questions are not part of the Regulators' Tenant Satisfaction Measures survey, these are for the use of GreenSquareAccord only
16. Are you aware of the ways you can get involved to help influence and shape services for the better?
17. How likely are you to recommend us to a friend or colleague?
