Castles & Coasts Housing Association (CCHA) is improving the way it collects Tenant Satisfaction Measures (TSMs) data, by appointing a specialist research agency to contact residents over the next few months to independently gather the data by telephone.
TSMs are the Regulator of Social Housing’s (RSH’s) system for assessing how well social housing landlords with 1,000 homes or more in England are doing at providing good quality homes and services. Previously, CCHA sent a survey via email for residents to complete.
Landlords must publish their results to tenants every year. Their results will also be shared with the Regulator for Social Housing.
The TSM survey has 12 measures that ask tenants about their perception of things like property maintenance, repairs service, how complaints are handled, how we keep you informed about things that matter to you, and that you are provided with a home that is safe.
The research agency will carry out this survey on our behalf, from June until December 2025. They specialise in customer experience and will be calling a random sample of tenants who will be invited to take part in the survey.
Adam Gould, CCHA’s Head of Customer Service and Engagement, said: “Thank you to everyone who has taken the time to complete our TSM survey before.
“Based on feedback we have opted to ask our residents to complete their TSM surveys over the phone this year, as we feel this is a more personal approach that may encourage more people to give us their honest opinions. For extra assurance, each of the residents that is due to be called by the agency will be contacted by CCHA first via text message or email, and we will share the name of the agency in that message so that residents know the call is genuine.”
They are members of the Market Research Society and are fully compliant with Data Protection Laws. Some tenant contact information has been shared with them only for the purpose of inviting tenants to take part in this survey, and the agency does not share any data with any other organisation.
We published our first set of TSMs last year and they are available on our website here.
The RSH is responsible for enforcing these standards. Please click here to find out more about TSMs and why they were introduced.
If you are called by any agency and have not received a text or email from us first giving you their name, please contact us.