Tenant Satisfaction Survey (TSMs)

We regularly carry out surveys to understand what you think about us and our housing services.

Your feedback helps us improve what we do and contributes to our annual Tenant Satisfaction Measure (TSM) scores, which are published each year in line with the Regulator of Social Housing requirements.

We work with an independent research company, Service Insights Ltd (in partnership with Housemark), to carry out these surveys on our behalf.

How you may be contacted

From June 2026, Service Insights Ltd will contact a sample of our tenants to gather feedback. This may be by:

• Telephone (from a local telephone number)
• Email from info@serviceinsights.co.uk

Please note:

• The telephone number used may vary and is not always the same, but it will typically appear as a standard UK number with a local prefix.
• If you miss a call, you can dial 1471 to hear an automated message confirming the caller’s identity and purpose.

If you receive a survey via email and would prefer to complete it over the phone, you can contact Service Insights Ltd via their freephone helpline on 0800 1931174.

How to verify the caller

If you would like to check that the contact is genuine, you can:

• Call the Market Research Society (MRS) Freephone Verification Service on 0800 975 9596
• Visit the MRS online register to confirm that Service Insights Ltd is a legitimate research organisation

Your data and privacy

To carry out the survey, we need to securely share some tenant information with Service Insights Ltd. This is only for survey purposes.

• Your responses are confidential and will be used for research purposes, including to calculate our Tenant Satisfaction Measure (TSM) scores in line with regulatory requirements.
• You will have the opportunity to remain anonymous when completing the survey. If you choose to provide your feedback, your responses will be anonymised before being shared with us.
• Service Insights Ltd will securely delete your data after the survey is completed

For more information, please see our Privacy Notice.

Important information

• The survey takes around 10 minutes to complete
• Participation is entirely optional
• You can ask not to be contacted again
• We will never ask for your bank details as part of this survey

Accessibility

If you need the survey in an accessible format, please let us know and we will arrange this.

Get involved

Not all tenants will be contacted each time. If you would like to take part in future engagement opportunities, please complete our Housing Services: Get Involved Form or get in touch using the contact details below.

If you would prefer not to be contacted about surveys, you can opt out at any time and opt back in later if you change your mind.