Tenant Satisfaction Measures FAQs

Your questions about Tenant Satisfaction Measures

  • How do you survey customers about the Tenant Satisfaction Measures?

    We use a range of methods to survey our customers. Most surveys are completed over the telephone. Some are completed online using an email link. A small proportion are carried out face-to-face by Hyde colleagues to help with accessibility and inclusion.

    This year, we used an independent and accredited market research company, In-house Research, to carry out the TSM surveys. It’s the same team who carry out our service satisfaction surveys with customers, following a repair, for example.

  • Which customers do you survey?

    The Regulator of Social Housing requires us to survey a sample of our tenants living in ‘low-cost rental accommodation’ (including general needs, affordable rent, independent living, supported housing, intermediate rent and temporary social housing) and those living in ‘low-cost home ownership’ (shared owners).

    For a landlord of our size, we’re required to survey 2,217 tenants and 516 shared owners.

    In 2024/25, we surveyed 2,645 tenants and 608 shared owners.

     

    Telephone surveys

    Online surveys

    Face-to-face surveys

    Total

    Tenants

    2,408

    95

    142

    2,645

    Shared owners

    584

    24

    0

    608

    Total

    2,992

    119

    142

    3,253

    In 2024/25 the Hyde Group bought Pinnacle Group which includes two registered providers. Our results for 2024/25 include all registered providers in the Group, including those owned by Pinnacle.

    Tower Hamlets Community Housing joined the Hyde Group on 1 April 2025, its results are not included but will be from 2025/26 onwards.

  • How do you make sure the survey is representative of all your tenants and shared owners?

    We include a range of customers and homes to make sure the survey results are a true reflection of our performance. For example, if 40% of customers live in two-bedroom homes, we aim to include 40% of these customers in the survey.

    We check our sample is representative against these categories:

    • Stock type (tenure)
    • Building type (flat, maisonette, house etc)
    • Property size
    • Geographical area
    • Age of customer
    • Ethnicity of customer.

    When our research company makes telephone calls to ask to conduct a survey, a computer-generated random sample is used to select who to call. This is best practice.

  • Do you offer incentives to take part in the research?

    No. We did not offer incentives to take part in the research.

  • When do you survey customers and how long do surveys take?

    This year, we carried out surveys between July 2024 and February 2025.

    Most telephone surveys take between 8 and 15 minutes, depending on how much feedback we receive. Face-to-face surveys take about 30 minutes and usually take place in a customer’s home.

  • What questions do you ask?

    All landlords ask the same questions, following guidance from the Regulator of Social Housing. This means customers can compare the performance of different housing providers.

    We also ask some questions to help us to understand why people give the scores they do.

    The questionnaire is similar for tenants and shared owners, although shared owners aren’t asked questions about repairs in their homes, because they’re not our responsibility.

    You can download a copy of the survey questions here (PDF, 146KB)

  • Are results weighted?

    At the end of the research, if one customer group isn’t accurately represented in the responses, we can add extra value (or ‘weight’) to that group, to make sure they have the correct impact on the overall score.

    The results for Hyde Housing customers are representative but, once Pinnacle subsidiaries were added, we had to slightly adjust the scores through weighting.

  • How do you make sure the surveys and the results meet the Regulator’s expectations?

    Our Customer Research team works closely with our research providers to monitor survey results against the Regulator of Social Housing’s requirements. Our Risk and Governance team also audits the results to make sure they’re accurate.

  • How do you use the TSMs?

    TSMs will help us to shape the improvements we’re delivering to better meet the needs of our diverse customers and their communities.

    TSMs are designed to help our customers understand our performance and to hold us to account, so publishing and promoting these is a vital part of improved transparency.

    We report our TSMs to the Hyde Group Board and our customer involvement groups.

    We also provide more detailed analysis to help us understand the views and priorities of different types of customers living in different types of homes, in different places.

    We share our approach and experiences with other housing providers, to help with learning and best practice.