Sample size
MTVH was required to collect a minimum of 2,251 LCRA surveys per annum to meet a +/-2% confidence interval and 560 LCHO surveys per annum to meet a +/-4% confidence interval.
MTVH collected 2,467 LCRA surveys during the 25-26 reporting period, including 115 from Managed by Other Agents (MBOA) properties. This meets and exceeds the minimum requirement of a 2% margin of error at 95% confidence level.
676 LCHO TSM surveys were also collected during the 25-26 reporting period. This also meets and exceeds the minimum requirement of a 4% margin of error at 95% confidence level.
| Tenure type | Population | Confidence | No. of interviews required per yearfor submission | No. of interviews completed |
|---|---|---|---|---|
| Low Cost Rental Accommodation (LCRA) | 35,895 | +/- 2% | 2,251 | 2,467 |
| Low Cost Home Ownership (LCHO) | 8,429 | +/- 4% | 560 | 676 |
| Total | 44,324 | 2,811 | 3,143 |
Timing of survey
Surveys from properties managed by MTVH were collected between 7th April 2025 – 28th February 2026. Surveys from properties managed by other agencies were collected over a longer period, up to and including 31st March 2026.
Collection method(s)
The primary collection method was telephone (84%). Other contact methods included email (12%), face-to-face MBOA (4%) and QR code (>1%). The decision to primarily collect surveys via telephone was validated by a lower response rate to our digital invitations. This is an improvement on the survey approach for our 2024-25 collection and is being monitored on an ongoing basis.
| Contact Method | LCRA survey volume | LCHO survey volume | Total volume | Total % |
| Telephone | 2,107 | 543 | 2,650 | 84% |
| 233 | 133 | 366 | 12% | |
| Face to Face | 115 | 0 | 115 | 4% |
| QR | 12 | 0 | 12 | >1% |
| Total | 2,467 | 676 | 3,143 | 100% |
Sample method
A quota sampling approach was used, based on agreed characteristics to represent the profile of the full customer population. The volume of surveys to complete and the representativeness follow the same method of calculation used by The Leadership Factor, which was employed to audit our 2024-25 TSM collection and use MTVH’s annual Statistical Data Return (SDR) to calculate.
To complete surveys, our internal Customer Insight Team is provided with a dataset of all current LCRA and LCHO tenants who have opted in to receive marketing and survey communication. This dataset is refreshed monthly. Our in-house team then cleans the data to remove households that have already completed the TSM survey within the reporting year.
We also actively monitor and review survey fatigue through our insight platform, ensuring we meet marketing contact requirements and minimise tenant over-surveying.
All remaining tenants are eligible to receive a survey and are randomly distributed to our interviewers for survey attempts.
| Low Cost Rental Accommodation (LCRA) Customer Type | Population Count | Population % | Survey count | Survey % | + / -% |
| General needs | 29,391 | 82% | 1,928 | 78% | -4% |
| Care and support | 4,510 | 13% | 427 | 17% | +4% |
| Intermediate rent | 1,994 | 6% | 112 | 5% | -1% |
| Low Cost Home Ownership (LCHO) | Population count | Population % | Survey count | Survey % | + / -% |
| Shared owner | 8,429 | 100% | 676 | 100% | 0% |
Summary of the assessment of representativeness
Population data was taken from the Statistical Data Return, which is updated and provided by the Data Team in May each year. Representativeness was measured against several characteristics: region, age, ethnicity, and gender. Quarterly demographic checks were conducted throughout the collection period to ensure we remained fully representative in our survey approach.
We aim to achieve a target of + / – 5% representativeness across demographics. We recognise that the LCRA blank/not recorded ethnicity data is the only one to have a slight variance from this target. We have verified that this has not had a material impact on our survey results.
Weighting
No weighting has been applied to the 2025-26 TSM survey collection.
External contractors
No external contractor(s) have been used to collect, generate or validate any of the 2025-26 TSM survey measures.
Tenant households that have not been included
Any tenant who has opted out of marketing was not included in our data extracts to comply with our privacy notice, however, we do not believe these meet the exceptional circumstances criteria. No other tenants were excluded.
Reasons for any failure to meet the required sample size requirements
MTVH has achieved the required sample size.
Incentives
MTVH has an incentive program to support our Woking PFI contract. The incentive is a £50 voucher given to a randomly selected household that has completed the survey. No other incentives were used for the remaining LCRA or LCHO survey population.
Methodological issues
During the reporting period, we introduced an additional engagement approach by sending email survey invitations to customers where no telephone number was available. Similarly, where telephone contact has been unsuccessful, customers have received an email invitation.
This has removed barriers to participation, enabling engagement with customers who were not previously reachable via telephone. This approach has improved overall survey coverage and is not considered to have a material impact on the tenant perception measures reported.
Any tenant perception surveys excluded
A total of 37 non-compliant TSM surveys were collected by Managing Agents and returned to MTVH. Non-compliance related to the use of alternative answer options and survey completion dates. Of these, 18 surveys have been deemed non-compliant for the 2025-26 collection and will instead be included in the 2026-27 reporting period, as their completion dates fall into that timeframe. To reduce the risk of future non-compliance, MTVH will conduct all ‘Managed by Other Agent’ surveys in-house going forward.
In addition to the TSM collection, MTVH has also completed 322 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 residents types the opportunity to voice their opinions and influence.
Additionally, 145 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. While these survey questions were similar, they do not meet the TSM specifications and therefore were not included within the calculation.
Visual features information
An easy-read version of the survey was created to support accessibility for customers who may benefit from it. However, no responses were received in this format.