THH-C-010 Provision of Resident Satisfaction Survey Programme

Tower Hamlets Homes [THH] is an Arm’s Length Management Organisation [ALMO] set up by the London Borough of Tower Hamlets in July 2008 to provide housing services for approximately 21,500 homes. Of these 11,600 are currently tenanted properties and 9,900 are leasehold.

Tower Hamlets is one of the most ethnically diverse areas in the country. A high number of residents have young families and the number of households who have support needs is also relatively high.

THH has had a survey programme in place since 2009. This is designed to underpin service improvement with direct feedback from residents about the services THH delivers, and to enable THH to fulfil the information requirements of central government and the Council.

THH is seeking a Supplier to undertake surveys within a demographically challenging environment. Experience with large scale survey programmes within the social housing field is essential. Recent experience with conducting satisfaction surveys via a variety of methods in an inner city culturally diverse environment is desirable. Experience with running a pilot of the Tenant Satisfaction measures is desirable.

In November 2020, the government published its Social Housing White Paper, setting out plans for a new consumer regulation regime. One element was the requirement that the Regulator of Social Housing develop clear and comparable tenant satisfaction measures. The measures will enable tenants to see how well landlords are performing and will give the Regulator information around which landlords need to make improvement. The new tenant satisfaction measures come into effect in April 2023.

The government is proposing 22 tenant satisfaction measures, covering five main themes. Ten of these would be measured by landlords directly, and 12 by landlords carrying out tenant perception surveys.

As a larger social landlord, managing over 1,000 homes, THH must carry out the survey annually and can use sampling to reach the required number of achieved responses. The Supplier must set out the survey methodology ensuring via random selection and weighting that the responses are reflective of the demographic make- up of the borough, the stock managed and the residents THH serves.