Summary of Approach to the Tenant Satisfaction Measures (TSMs)

Wandle manages nearly 7,500 homes across south London. Of these, 6,012 are Low-Cost Rental Accommodation (LCRA), and 771 are Low-Cost Home Ownership (LCHO).

To meet the requirements of the Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing (RSH), we have produced this summary of our approach to be clear on how we are gathering views from tenants.

What are TSMs?

The TSM Standard requires all registered providers to conduct tenant perception surveys and report performance annually as specified by the RSH. TSMs are intended to make landlords’ performance more visible to tenants so that tenants can hold their landlord to account.

TSMs consist of 22 measures: 10 providing management information from data held by the landlord and 12 satisfaction measures gathered from tenant surveys. In addition to overall satisfaction with landlord services, the measures cover five key themes:

1. Keeping properties in good repair

2. Maintaining building safety

3. Respectful and helpful engagement

4. Responsible neighbourhood management

5. Effective handling of complaints

Summary of sample

Wandle completes all our surveys internally and we have chosen the census approach. Two phone call attempts are made to each resident, if there is no answer then a SMS or email survey is sent to the resident. With our supported residents we give them a chance to complete the survey face to face at community events in case they need additional support when filling the survey out, however, if they do not take part at the event or do not attend the event, we will also call them to give them another opportunity like we do with the rest of our residents.

As Wandle has less than 1000 LCHO homes, it is not compulsory to conduct this survey for LCHO tenants.

Timing of survey

Surveys are completed throughout each month, near or on the ‘anniversary’ of the tenants’ tenancy start date. Collection method. We conduct our survey ourselves, by phone. If there was no response by the second call attempt, then a SMS text or email is sent as a final opportunity to participate.

Sample method

Wandle uses a secure survey platform called CX Feedback which is connected to our housing management platform in Microsoft Dynamics. Tenants who opted out of receiving surveys are excluded. The survey design meets the criteria as defined by the RSH (ANNEX 4: Tenant Survey Requirements).

Any additional questions Wandle asked were sequenced after the leading TSM question. When submitting data, any 'Don’t know/Refused' responses are excluded from the percentage calculations for these questions.

Representation

Wandle aims to achieve higher than the recommended minimal standard recommended by the regulator of social housing (6012 for dwellings/units). The Wandle sample size based on the population has also been independently calculated based on unit numbers. Using the calculator.net tool the recommended sample size with a 95% confidence level is 361. Wandle exceeded the minimum calculated recommended sample size as set out in the table below.