Concept Housing TSM
Method Statement

Tenant Perception Surveys

introduction
At Concept, we take clear ownership of delivering a robust and compliant Tenant Satisfaction Measures (TSM) survey. To ensure it meets regulatory expectations and accuracy and reflects the voices of our tenants, we have engaged with TLF Research (The Leadership Factor Limited) to support us, and we would like to thank them for conducting this survey and compiling the data on our behalf

overview of The Tenant Satisfaction Measures (TSM)

The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to conduct a standardised tenant perception survey to generate and report their TSMs annually, or biannually for smaller providers, as specified by the Regulator of Social Housing. TSMs are intended to make landlords’ performance more visible to tenants, and help tenants hold their landlords accountable.

The TSM standards consist of 22 measures: 10 management information measures and 12 satisfaction measures (generated from the tenant perception survey). The TSMs cover five key themes: keeping properties in good repair, maintaining building safety, respectful and helpful engagement, responsible neighbourhood management, and effective handling of complaints, alongside an additional measure for overall satisfaction with landlord services.

All information must be an accurate reflection of the tenant base to provide a reliable and valid reflection of the performance.

Tenant Satisfaction Survey 2025/26 Summary

Survey design

The survey design meets the criteria as defined in ANNEX 4: Tenant Survey Requirements. Concept Housing had the following additional questions included within the survey:

Probe on TP01 – All tenants
An additional question relating to how to raise a formal complaint

Please note that an ‘Unable to answer/Refused’ option was included for questions TP01, TP02, TP03, TP04, TP09 and TP10 for telephone surveys only. These options were not read out to participants and only used when tenants were unable to give a valid response for the options available but wanted to continue to provide their feedback. This ensured that we had optimum data quality and could exclude missing data when calculating TSM scores. As a result, the TSM survey results submitted may include tenants who refused or were unable to answer TP01 but wanted to continue to provide their feedback.

TLF achieved: 5 valid responses to TP01 for Low-Cost Rental Accommodation (LCRA)

Concept Housing has a LCRA stock size of less than 1,000 dwelling units and therefore was required to achieve ±5% statistical accuracy at a 95% confidence level. TLF achieved: 5 valid responses to TP01 for LCRA.

method	population	confidence interval required	number of interviews required	number of completed surveys (TP01)
low-cost rental accommodation (LCRA)	30	±5%	28*	5

*Due to the small population size, it is highly unlikely that the minimum number of interviews would be achieved to hit the specified confidence interval.

Timing of the survey

The survey was conducted as a single point in time with surveys conducted between December 2025 and January 2026

Data collection method

Due to the small population size, the decision was made to maximise the sample via a census approach of telephone interviews firstly, with any tenants with whom contact is not established being sent an online survey with links distributed via SMS and email.

Telephone surveys as the primary data collection source also highlights; any issues that could be present e.g. incorrect telephone numbers, disabilities or language barriers preventing tenants from participating.

sampling methods

A census was adopted for LCRA in order to maximise the sample and achieve the biggest sample size possible.

ensuring representativeness

As Concept has such a small population, the focus was on maximising the sample size by removing as many barriers as possible to the tenants participating.

weightings

No weighting is required.

external contractor

TLF Research (The Leadership Factor Limited) conducted the data collection for both telephone and internet surveys. TLF are a company partner with the Market Research Society and has worked in the housing sector for nearly 20 years, as well as other sectors and specialises in customer experience research. All calls conducted by TLF are recorded for training and monitoring purposes.

households excluded from the sample frame

No households were excluded from the sample.

reasons for failing to meet required sample size

The sample size is below the specified 28, however this is due to the small population. A census was adopted and two methodologies were adopted in order to give tenants two opportunities to participate either via an interviewer-led approach or self-completion.