Tenant Satisfaction Measures

The Regulator of Social Housing has launched a new system for assessing and measuring how well social housing landlords in England are doing at providing good quality homes and services.

New Tenant Satisfaction Measures (TSM’s) were introduced by Government on 1^st April 2023 and are designed to help to monitor how well landlords are doing at providing quality homes and services, and to understand how they can make improvements.

As part of the new measures, we are required to collect and share data on how we are doing at completing repairs, keeping homes safe and engaging with our customers – and we need your help with this.

More About the Tenant Satisfaction Measures

We will be contacting all of our tenants each year and asking you to complete a tenant satisfaction survey. By completing a tenant satisfaction survey you will helps us to find out where we are doing well and where we need to improve as your landlord.

Please take this opportunity to have your say, the survey should take no more than 10 minutes to complete. Results from this survey will be used to calculate annual Tenant Satisfaction Measures which will be published in Autumn each year.

All of your answers will be treated in the strictest confidence and will only be used to monitor the quality of the Housing Services provided to you by My Blackpool Home.

If you have any questions or if you need the survey in a different format please do not hesitate to contact us on 01253 477222

The survey took place between 30th January and 7th March 2025 and we would like to thank all customers who took the time to complete the survey.

The tables below provide the results along with a comparison to the results in 2023/24.

1. My Blackpool Home as the managing agent for Lumen Housing were responsible for collating the initial data to conduct the tenant perception survey, including providing details of the tenants communication requirements. They were also responsible for producing data for the Management Indicators.
   
2. Blackpool Council was responsible for delivering the tenant perception survey requirements with the Housing Standards and Compliance Manager coordinating activity and ensuring that the survey technical requirements, as set out by the Regulator were achieved.
3. This involved producing a covering letter to tenants and making available for publication the set of 12 questions in the prescribed format.
4. The infusion Research Team led on the administration tasks of the survey ensuring it was posted to tenants.
5. Tenants could choose to participate by post (with a freepost envelope) or by telephone.
6. My Blackpool Home conducted telephone surveys with tenants.
7. Each survey contained a unique identification number, so results could be matched to key demographic information.
8. The Housing Standards and Compliance Manager collated the raw data and provided the calculation of the tenant perception survey results to the My Blackpool Home team.

69% of Lumen Housing’s tenants responded to the survey. We have also recorded, where possible, the data into the following sub groups for further analysis:

·       Gender

·       Age Group

·       Ethnicity

·       How the customer pays their rent (payment type)

·       Management area

·       Ward

·       Street

This information enables us to provide relevant services to our customers and to offer additional support where it is identified. We are also able to use this information to target our resources to the areas where residents feel it is required.