Tenant Satisfaction Measures (TSM) telephone surveys

We’re always keen to get feedback from our tenants and customers to help us improve the services we deliver.

If you’re a Bernicia tenant, you may receive a phone call from Kwest Research who we’ve recently appointed to help us with a telephone survey.

Here’s more information about the survey and why we’re doing it.

What are Tenant satisfaction measures (TSM’s)

TSM’s show and compare information on areas such as repairs, safety checks and complaints.  From 1st April 2023, the Regulator of Social Housing is asking social landlords to collect and publish this information  Regulator of Social Housing to introduce tenant satisfaction measures from 1 April 2023 – GOV.UK (www.gov.uk)

The Tenant Satisfaction Measures will:

  • Enable tenants to scrutinise their landlords’ performance
  • Give landlords insight about where they can improve
  • And provide a source of intelligence to our regulator about whether landlords are meeting regulatory standards

There are 22  tenant satisfaction measures, covering five themes.  10 of these are management information reported by the landlord, and 12 will be measured by carrying out tenant perception surveys.

Who will we be collecting the Tenant Satisfaction Measures – perception survey?

Kwest Research has been appointed, to carry out the survey.  They are an established organisation based in the UK, working on behalf of social housing landlords for more than 30 years.

You can find out more about Kwest by visiting their website: What We Do | Kwest Research | Market Research Surveys|Manchester |

Kwest will start to contact tenants by telephone to carry out the survey in Summer 2023. Kwest will be contacting representative samples of tenants at a time so you may be contacted later in the year.

What are the Tenant Satisfaction Measures?

They’re a new way of measuring how we, and all social housing providers in England, are performing. They’ve been put in place by The Government and Regulator of Social Housing. Your views will decide how we score.

We’re using an independent company, Kwest Research, to survey customers and the results will be made available for everyone.

As a customer, you may receive a phone call from them, asking about the services we provide. It would be great if you have about 10 minutes to complete the survey.

Who will contact me? 

We’ve asked Kwest Research, to carry out these surveys on our behalf. Kwest is an independent social and market research agency based in Manchester.

How and when will Kwest Research contact me? 
You may receive a phone call from Kwest Research asking about the services we provide. To give you flexibility on when you can take part, Kwest will call between 9am-8pm Monday – Friday. They will call from a mobile number.

What will Kwest Research ask me? 

Kwest Research will ask your opinions on the services we provide and may check your contact details are up to date. Kwest Research will never ask for any personal passwords or financial information such as your bank account details.

How long will the conversation take? 

They are usually very short to reduce disruption to your day. The survey will usually take less than 10 minutes.

Is my feedback confidential?  

We recognise some topics may be quite sensitive, so if you want, Kwest can keep your responses completely anonymous. If there are any questions you would prefer not to answer, please let the caller know. At the end of the survey, the person calling will ask you if you would be happy for us to contact you. You can always say no.

What information about me do you share with Kwest Research? 

We’ll only share information with Kwest relevant to help analyse findings and make sure feedback is representative of our different customer groups. The information will include your name, address and telephone number.