Housing performance

The Survey Approach

Integrity Connect was contacted to deliver the Tenant Satisfaction Measures (TSM) surveys and collate all the responses received. 

The TSM Standard requires all registered providers to generate and report TSMs as specified by the Regulator of Social Housing. Part of that requirement is to outline to customers how we have approached the TSM Perception survey and collection of data.

This page outlines the approach followed by Nuneaton and Bedworth Borough Council and sets out the criteria as contained in the Regulator of Social Housing’s document TSM - Tenant Survey Requirements.

In line with the Regulator of Social Housing’s guidelines, we collect perception measures in a way that adheres to the Market Research Society (MRS) Code of Conduct. 

The survey results for 2024-2025 must be published by 30 June 2025.

Survey Methodology

The Regulator of Social Housing continues to give registered providers the option to either survey all tenants or just a sample of tenants.

Nuneaton and Bedworth Borough Council have a medium size housing stock, meaning it is possible to ask all tenants to complete the TSM survey.

The Council has opted to survey all tenants to seek as many opinions as possible on how satisfied our tenants are with our housing service. No households are excluded from the survey.

For 2024-2025:

• The total number of surveys sent by post was 5625. This equates to one survey per household
• The surveys were sent out on 17 June 2024, and the survey closed on 30 September 2024. A chaser letter was sent out on 18 July 2024 to any tenant that has not completed and returned their survey

The Council offered an incentive which was if tenants returned their survey by the 12 July 2024, they will be entered into a draw to win a £25 voucher (20 vouchers in total are available, limited to one voucher per household). All surveys are to be completed by paper.

Assessment of Representativeness

The TSM Perception Survey must be representative of our tenant demographic. To achieve this, we need to ensure that the number of surveys we receive from tenants with specific characteristics is that a similar percentage to those tenants who share those characteristics.

For example, if 30% of our tenants live in Independent Living accommodation, we must try and get approximately 30% of our survey responses from those tenants that live within this type of accommodation.

The characteristics we have chosen to consider have been suggested in the guidance document from the Regulator of Social Housing.

The Council has the option to either survey all tenants or just a sample of tenants. Given the importance of our service delivery, the Council is opting to survey all tenants again, to seek as many opinions as possible on how satisfied our tenants are with our housing service.

The way the data has been prepared will allow for Integrity Connect to group the responses received into the following representations:

• Type of accommodation - Independent Living or General Needs

When responses are received, they are placed into above grouping to give an overall assessment of representativeness.

The Council opted to prepare our data to reflect grouping of responses between type of accommodation because we wanted to establish the level of satisfaction of our housing service delivery between the two types of accommodation, we offer to determine how to improve levels of satisfaction in these groups.

Our Independent Living accommodation provides more supportive services for our tenants along with daily facilities management for those living in this accommodation who are over the age of 50 years with significant medical need, or over 55 years and lower medical need, whereas our General Needs accommodation has less visibility and direct management from the Council.

The responses when grouped will help us better understand the feedback for that specific demographic and apply this learning to all in those groups. This will help us tailor our housing services for those in general needs and independent living.