Our approach
MTVH took a sampling approach style to invite residents to participate in the survey, and the collection methods used included email (1.9%) and QR code (0.4%); however, as these generated a lower response rate, most surveys were completed via telephone (97.6%). A proportion of these telephone surveys were completed by an external agency, IFF Research (687 surveys) and from mid-June 2024 were completed in-house by MTVH (2,167 surveys). 41 MBOA surveys were completed by managing agents.
Several actions were taken to acknowledge the change in provider for residents, including an updated section on our resident website, confirming the telephone number or email address that we will use and a voicemail facility confirming our identity, if residents chose to return the call. Additionally, engaged resident groups were consulted throughout the implementation of our in-house team, with the team taking their feedback on board.
Survey design
The survey design meets the criteria as defined in Annex C. MTVH also included the following additional questions within their survey:
- “Why do you say this?” positioned at the end of the theme ‘Overall satisfaction with landlord services’
- “How satisfied aare you with your neighbourhood as a place to live?” positioned at the end of the theme ‘Responsible neighbourhood management’
- “Why do you say this?” positioned after TP06 (re-positioned on 1 November 2024 after TP12)
- “Why do you say this? positioned after TP08 (re-positioned on 1 November 2024 after TP09)
On 1 November 2024 changes were made to some additional questions. This was following feedback from residents via our in-house team. The following changes took place:
- “How satisfied are you with your neighbourhood as a place to live?” positioned at the end of the theme ‘Responsible neighbourhood management’ was removed
- “Why do you say this?” positioned after TP06 was re-positioned to follow TP12
- “Why do you say this?” positioned after TP08was re-positioned to follow TP09
On 5 January 2024 an additional question was added to the end of the survey:
- “If necessary, do MTVH have your permission to contact you about the feedback you have provided today? This is optional, and if you would prefer not to hear from us your feedback will still be used to improve our services”
A ’Don’t know/Refused’ option was included for questions TP01, TP02, TP03, TP04, TP05, TP09 and TP10 for interviews conducted via telephone. This was not read out as an answer option and was only used in instances when a resident was unable to select an option from the responses available.
This prevented interviewers from making assumptions or inferences on the resident’s behalf and enabled these residents to continue with the survey to provide their feedback. When submitting data any ’Don’t know/Refused’ were removed from the reported base for each of these questions for percentage calculations.
Methodology
2,965 Tenant Satisfaction Measure (TSM) surveys were collected between 1st April 2024 – 31st March 2025:
- 2,402 survey responses are from Low Cost Rental Accommodation (LCRA) residents, including 41 who are managed by other agents (MBOA).
- 563 are from Low Cost Home Ownership (LCHO) residents.
Most surveys were conducted via telephone interviews to facilitate continued and comparable trends with last year’s survey approach. Telephone numbers are the most accurate contact information (except address) held, so this method prevented exclusions where less accurate information is held. If residents requested an email survey during the telephone call, these were issued to the respondent within 5 working days, to accommodate their individual preferences.
Sample size
| Tenure type | Population | Confidence | No. of interviews required per yearfor submission | No. of interviews completed |
|---|---|---|---|---|
| Low Cost Rental Accommodation (LCRA) | 41,422 | +/- 2% | 2,270 | 2,402 |
| Low Cost Home Ownership (LCHO) | 8,259 | +/- 4% | 560 | 563 |
| Total | 49,681 | 560 | 563 |
MTVH is required to complete a minimum of 2,254 surveys per annum among LCRA residents to meet a +/-2% confidence interval and 561 surveys per annum among LCHO residents to meet a +/-4% confidence interval.
A quota sampling approach was used, based on agreed characteristics to represent the profile of the full resident population. The volume of surveys to complete, and representativeness, was initially provided by IFF Research, who used MTVH’s annual Statistical Data Return (SDR) to calculate from April to June.
Then, ongoing throughout the reportable year, this has been reviewed by our internal Customer Insight team and cross-checked to make sure we are representative of our residents base. These reviews including reviewing
- Tenure type
- Region
- Age
- Housing type
- Ethnicity
- Gender
This also provided further insight into satisfaction across different resident demographics. Our survey is representative to these characteristics and meets the requirements within the regulatory guidance. No weighting has been applied to the survey responses as we set specific survey volumes each month.
Residents who have opted out of marketing were not included in our data extracts to comply with our privacy notice.
Representative sample
The tables below summarises the review carried out based on the demographic information available and the representativeness of the survey results.
LCRA
| LCRA sample variable (IFF Activity – tenancy type) |
Customer population profile (%) | Unweighted sample profile (%) | Unweighted sample profile (count) |
|---|---|---|---|
| General Needs | 83.3% | 82% | 1,957 |
| Care and Support | 12.8% | 14% | 334 |
| Keyworker | 3.9% | 4% | 96 |
15 uncategorised
LCHO
| LCHO sample variable (Region) |
Customer population profile (%) | Unweighted sample profile (%) | Unweighted sample profile (count) |
|---|---|---|---|
| Midlands | 17.1% | 17.1% | 96 |
| North London | 50.4% | 49.6% | 279 |
| South London | 32.5% | 33.4% | 188 |
‘Blank’ age data was not included in the surveyed sample. This was due to a data rule during the switchover to the in-house insight function in June 2024. This data rule has been adjusted and this will not be an issue in 2025-26 and beyond.
Thid party assurance
The Leadership Factor were contracted to audit the 2024-25 TSM collection process and results, offering assurance on the method, volumes and findings completed.
Incentives
A prize draw for residents to win a £50 voucher was offered to our PFI residents. These residents were advised that if they take part in the TSM survey they would be entered into the draw.
Additional perception surveys which haven’t been included
In addition to the TSM collection, MTVH have also completed 359 perception surveys, that have used the TSM questions. These have not been included in the calculation of the TSMs as they were conducted with non LCRA or LCHO resident groups. MTVH aims to use this feedback to offer these resident types the opportunity to voice their opinions and influence.
Additionally, 160 perception surveys were completed with our Keyworker resident group, who are managed by a dedicated team within MTVH who benefit from receiving additional feedback to implement improvements in the Keyworker service offering.
Other formats of the perception survey
MTVH created an easy-read perception survey for our Care & Support residents. Survey results are not included in our overall totals, in line with regulatory guidance.