Every year, social housing providers like EPIC carry out a Tenant Satisfaction Measures (TSM) survey, which all social housing providers carry out. This is a national requirement from 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. Your feedback helps us shape services around what matters most to you.
Why we carry out the TSM survey
The survey helps us understand your views on the services we provide, identify where we are doing well and highlight areas where improvements are needed. It also allows us to measure our performance against other housing providers.
The Regulator of Social Housing also uses the results as part of how it monitors housing providers.
What tenants told us last year:
- You raised concerns about energy costs – we introduced energy advice sessions and a composite door programme.
- You told us we could do more in the community – we increased estate walks and attended more local meetings.
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 you the confidence to provide honest feedback. You can choose whether to provide your 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
Between June and August you will receive a call, email or text invite from In-house Research with a link to complete the survey online. Calls will come from 01782 952136 and emails will come from EPIC@survey.tenantsatisfaction.co.uk. If you would prefer a postal survey, you can click the link in the SMS or let the caller know and In-house Research will issue one to you.
As a thank you, everyone who completes the survey will be entered into a prize draw, with ten £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 ten £25 vouchers.
We encourage everyone to take part. The more responses we get, the better the results will reflect your 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 you once the survey has closed and analysis is complete.
If 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.
*View the prize draw terms and conditions here
