TSM surveys

We want your contact with us to be positive from start to finish. To help us get there, we need to learn more about what you think of us, and how your previous experiences have gone.

The Regulator of Social Housing (RSH) has set out a new set of tenant satisfaction measures (TSMs) designed to see how well landlords like us are doing at:

• Keeping properties in good repair
• Maintaining building safety
• Respectful and helpful engagement
• Effective handling of complaints
• Responsible neighbourhood management

To find out how we’re doing, we’ve appointed an independent social and market research agency, IFF Research, to carry out our 2023 tenant perception measures survey on our behalf. We’re working with them so they can do what they’re best at, and we can keep focused on delivering our services.

 

Why are you carrying out this survey? 

In 2020, the government published the social housing white paper, which sets out ways to improve things for people living in social housing. As a result of this, the Regulator of Social Housing (RSH) is introducing a new framework for all social housing landlords to report on some Tenant Satisfaction Measures (TSMs). The Regulator will use the feedback from customers to understand how well we’re doing at providing good quality homes and services.

We carried out a trial run in February, and we’ve asked independent social and market research agency IFF Research to help us do this. The questions we’ll ask will be the same ones that all other social housing providers will ask their customers, too. This trial helped us make sure our systems and communication were both ready for the full perception survey, which will be carried out from mid-November until December 2023.

Who will contact me?

You may be contacted by IFF Research to answer a series of questions about the services we deliver to you. The team of expert researchers will call from one number with a local area code - 0203 148 7645.

When and how will IFF contact me?

You may be called between 9am to 7pm Monday to Friday, 10am to 6pm on Saturday and 11am to 6pm on Sunday. IFF Research will begin the survey on 30 November, and finish on 16 December 2023.

What will IFF ask me?

IFF Research will ask for your opinions on the services that we provide and may check that your contact details are up to date. They will never ask for any personal passwords or financial information such as your bank account details.

How long will the survey take?

We expect it’ll take around 12 minutes.

Is my feedback confidential? 

IFF Research will ask you if you want your responses to remain completely anonymous. You can give your permission for Silva to follow up on any of the things you shared in your survey responses if you want to. If there are any questions which you would prefer not to answer, please let them know and they will leave that answer blank. IFF will never include anything in its findings that could identify you as an individual unless you want them to.

What information does Silva share with IFF about me?

The only information we share with IFF Research are details that are relevant to make sure feedback is representative of our different customer groups. The information will include your name, address, telephone number and email address.

Your privacy is as important to us as it is to you. IFF Research go to great lengths to preserve your privacy and protect the personal data used in conducting all research. All information collected in this survey will be treated in accordance with Silva’s privacy statement.

Why haven’t I been contacted? 

You will only be eligible to complete the survey if you live in low-cost rental accommodation - including social rented homes, supported housing, intermediate rent and temporary social housing.

We only contact a sample of our customers (enough to make sure the data is reliable), so you may not be contacted to complete the survey.

What if I don’t want to take part? 

That's fine. The person calling will always check that you are happy to take part. If you would prefer not to, just let them know, and we will make sure we remove you from our contact list.