Tenant Satisfaction Measures (TSM)

More than meeting requirements — we make them matter

To HWLincs, Tenant Satisfaction Measures are more than regulatory obligations – they’re an opportunity to truly listen, understand, and act on what tenants tell you.

The TSM surveys we design and deliver not only tick every compliance box but also provide the insight you need to improve services and strengthen tenant relationships.

Every project is tailored to your communities, ensuring every voice has the chance to be heard.

Our TSM solutions

Why work with us?

  • Bespoke approach – Surveys are shaped around your tenants and your goals, not off-the-shelf templates.
  • Inclusive reach – HWLincs specialises in engaging harder-to-reach groups and those often underrepresented in feedback.
  • Clear, actionable insight – Our reports cut through jargon and highlight what really matters.
  • Support beyond the survey – Follow-up workshops, focus groups, and planning to help you respond effectively.

Our TSM service includes

 

  • Questionnaire design – Fully TSM-compliant and tailored to your needs, with the option to include additional questions for deeper insight. We can also design and deliver targeted transactional surveys and in-depth deep dive studies to explore specific issues in more detail.
  • Multi-channel delivery – Online, postal, telephone, and face-to-face options for maximum reach and to meet the needs of the population.
  • Paper surveys for inclusion – Printed, distributed and processed with care to reach everyone, especially those who may prefer or need paper due to age, limited internet access, or poor signal. We tailor our approach to suit the specific needs of your tenant population, ensuring no one is left out.
  • Expert data handling – Secure, GDPR-compliant collection, processing, and analysis.
  • Tailored reporting – Clear and comprehensive reports designed for different audiences, including:
    • Tenant-friendly summaries that communicate findings in plain language
    • Detailed operational reports to support your team’s decision-making
    • Regulator-ready submission files to ensure full compliance
    • Interim updates and meetings, plus engaging infographics
    • Follow-up engagement – Helping you share results and plan meaningful improvements.

Turning compliance into improvement

We help you go beyond simply meeting TSM requirements, using the data to drive real service improvement. This includes:

  • Identifying strengths to build on
  • Ensuring robust safeguarding throughout the process
  • Conducting key driver analysis and breaking down satisfaction by demographic factors such as location or age
  • Pinpointing service issues early, before they escalate
  • Understanding the needs of different tenant groups
  • Providing full security certificates from Snap Surveys to give confidence in data protection
  • Adhering to the Market Research Society (MRS) Code of Conduct, ensuring integrity, transparency, and ethical standards in every stage of research
  • Building trust with tenants through open communication, transparency, and meaningful follow-up

Impact

Capturing the experiences of tenants for Melton Borough Council

The resident feedback gathered by HWLincs has already enabled Melton Borough Council housing services:

• Identify and better understand trends in tenant experiences
• Set targets
• Understand how contractors work with tenants
• Improve responsiveness and become more reactive to the results of the increased frequency of quarterly reporting
• Understand themes and deeply analyse reasons for responses
• Plan a ‘You Said, We Did’ response to issues and concerns raised by tenants

Ready to hear – and act on – the voice of your tenants?

Whether you want us to manage the entire process or support certain stages, we can adapt to what you need.

📞 Call us:  01205 820 892
📧 Email:  enquiries@hwlincs.co.uk