Every year, social housing providers like EPIC carry out a Tenant Satisfaction Measures (TSM’s) survey. This is a national requirement set by the Regulator of Social Housing and helps us understand how we’re performing and how we compare with other housing providers.
Most importantly, it gives tenants the opportunity to tell us what’s working well and where we could be doing better. Tenant feedback is very important to us and plays a key role in shaping services based on the needs of tenants.
Why we carry out the TSM survey
The survey helps us to understand tenants’ views on the services we provide, identify where we are doing well and highlight areas where improvements are needed. It also allows us to benchmark our performance against other housing providers.
The results are published each year and are used by the Regulator of Social Housing as part of its ongoing oversight of housing providers.
Who is conducting the survey
For 2026/27, EPIC has appointed In-house Research, an independent research company, to carry out our Tenant Satisfaction Measures survey.
Using an independent company means responses are handled confidentially and impartially, giving tenants the confidence to provide honest feedback. Tenants can choose whether to provide their contact details as part of the survey, and whether EPIC can contact them to discuss any issues they have raised. In-house Research conducts all research in line with the Market Research Society’s Code of Conduct and the Regulator of Social Housing’s requirements.
How and when to take part
The survey opens in June and is currently set to close in July.
Tenants will receive an email and/or a text from In-house Research with a link to complete the survey online. Paper surveys are also available on request. Throughout July, some tenants will also be invited to complete the survey via a phone call.
As a thank you for taking part, tenants who complete the survey will be entered into a prize draw, with 10 x £25 vouchers available to be won. As we’re unable to identify anonymous respondents, only surveys submitted with contact details can be included in the draw for one of the 10 £25 vouchers. We encourage all tenants to take part, as higher response levels help ensure the results accurately reflect tenants’ experiences.
What the survey covers
The survey includes the 12 mandatory Tenant Satisfaction Measures required by the Regulator of Social Housing, alongside additional service focused questions. This helps us better understand tenant experiences and whether services are meeting the needs of different groups of tenants.
How we use your feedback
We carefully review the survey results and use them to inform decisions, prioritise improvements and shape services. We are committed to being open and transparent and will share the results with tenants once the survey has closed and analysis is complete.
Where it is needed, we may contact you ourselves to discuss any issues you have raised through the survey, to ensure that any problems that you’ve told us about can be properly addressed. This will only be possible where contact details have been provided as part of the survey response.
