Tenant Satisfaction Measures (TSM) Survey 2026 Frequently Asked Questions
What is the Tenant Satisfaction Measures (TSM) survey?
The Tenant Satisfaction Measures (TSMs) are a set of measures introduced by the Regulator of Social Housing for all social housing tenants and the aim is to help tenants understand how well their landlord is performing.
The survey asks tenants about their satisfaction with our services, including repairs, communication, safety and complaints handling.
Why are you carrying out the survey?
We are required to collect tenant feedback each year to calculate our Tenant Satisfaction Measures (TSMs).
What you tell us helps us understand what we are doing well and identify areas where we can improve our services.
Who is carrying out the survey?
We have commissioned Housemark to manage the survey on our behalf.
The telephone interviews will be carried out by Service Insights, Housemark's specialist research partner, who are experienced in carrying out tenant satisfaction surveys for social housing landlords.
When will the survey take place?
Telephone interviewing will begin on 5 October 2026 and will continue for approximately four weeks.
How will tenants be selected?
A sample of tenants will be selected at random and invited to take part.
Not every tenant will be contacted, but everyone selected has an important opportunity to share their views with us.
How will Service Insights contact me?
Service Insights interviewers will contact selected tenants by telephone.
Calls will come from a local telephone number.
What questions will I be asked?
The survey includes the 12 mandatory Tenant Satisfaction Measures questions required by the Regulator of Social Housing.
We have also included two additional questions to help us gather further feedback about our services.
How long will the survey take?
The survey is expected to take 5 to 10 minutes to complete.
Do I have to take part?
No. Taking part is entirely voluntary.
However, we would encourage all tenants who are contacted to take the opportunity and get involved as what you tell us helps shape and improve our services.
Will my answers be confidential?
Yes. Your responses will be treated in strictest confidence. All responses are then reviewed by our contractor Housemark and results are reported to us.
Individual responses will not be published.
Can I win a prize for taking part?
Yes. Tenants who complete the survey will be entered into a prize draw for the chance to win one of ten £100 shopping vouchers.
Terms and conditions apply, these can be found on our website at Ways to get involved - West Lancashire Borough Council.
How will the results be used?
The survey results will be used to calculate our 2026 Tenant Satisfaction Measures (TSMs).
The findings will also help us identify opportunities to improve services and better meet the needs of our tenants.
Where can I find the results?
The results of the survey will be published as part of our annual Tenant Satisfaction Measures reporting and will be available on our website at Tenant Satisfaction Measures (TSMs) - West Lancashire Borough Council.
Thank you in advance to everyone who takes the time to participate and share their feedback. Your views help make a difference and helps us to improve the services we provide.
