Case study · Housing
Measuring tenant satisfaction against the Regulator’s TSMs
A mixed-mode tenant satisfaction survey combined telephone, postal, and online responses to provide BCP Homes with robust evidence across the Regulator of Social Housing’s 12 tenant perception measures.
AudienceBCP Homes tenants aged 16 and over
Approach900 telephone, 136 postal, and 60 online responses
Value to BCP HomesRobust TSM evidence alongside deeper insight into tenants’ perceptions and experiences
The brief
- Tenant Satisfaction Measures require registered providers to collect and report a defined set of tenant perception measures
- BCP Homes commissioned Enventure Research to conduct and analyse its 2023 tenant satisfaction survey, covering all 12 perception measures required by the Regulator of Social Housing
The approach
- We developed the questionnaire with BCP Homes using the 12 TSM questions and additional follow-up questions
- Telephone interviewing was undertaken with quotas to reflect the tenant population by age, sex, location, and housing stock
- A separate random sample of 1,000 tenant records was used for postal and online invitations, stratified against tenant characteristics
The outcome
- The research achieved 1,096 responses: 900 telephone interviews, 136 postal returns, and 60 online responses
- Enventure Research completed detailed analysis, including relevant subgroup comparisons, and produced a comprehensive report giving BCP Homes both the required measures and wider insight into tenants’ experiences
- Representative telephone fieldwork supported by postal and online participation
- Subgroup analysis to identify differences in tenant experience