Tenant Satisfaction Measures 2023/24

Section 1a question 4 - Collection Approach & Questionnaire

Introduction

This page sets out the approach taken by Gentoo Group Limited to collect the tenant perception measures of the Tenant Satisfaction Measures.

Approach

IFF Research were commissioned to conduct the tenant perception surveys in accordance with guidance provided by the Regulator of Social Housing for the period of 2023/24. IFF Research is an independent research agency with extensive experience in gathering robust customer feedback for a wide range of sectors. 

Questionnaire Structure

The survey meets the criteria as defined in ANNEX 4: Tenant Survey Requirements. A copy of the questionnaire can be found here (below & Appendix 1.1)

The following additional questions were included within the survey to better understand responses to the TSM questions: 

·         Why do you say that?

o    Positioned after TP01 - Overall satisfaction. 

·         Why do you say that?

o    Positioned after TP06 – Listens to tenant views and acts upon them. 

·         How satisfied or dissatisfied are you that Gentoo are easy to deal with?

o    Positioned after TP08 - At the end of theme Treat tenants fairly and with respect.

·         How strongly would you agree or disagree with the following statement, “I trust Gentoo to do what they say they will do”?

o    Positioned after TP08 - At the end of theme Treat tenants fairly and with respect.

·         Have you experienced anti-social behaviour in your neighbourhood in the last 12 months?

o    Positioned after TP12 - At the end of theme Responsible neighbourhood management. 

Please note that a ’Don’t know/Refused’ option was included for questions TP01, TP02, TP03, TP04, TP09 and TP10 for interviews conducted via telephone. This was not read out as an answer option and only used in instances when a customer was unable to select an option from the responses available but wanted to continue to provide their feedback. This prevented interviewers from making assumptions or inferences on the customer’s behalf and enabled these customers to continue with the survey to provide their feedback. When submitting data any ’Don’t know/Refused’ should be removed from the reported base for each of these questions for percentage calculations.  

As a result, the TSM survey results submitted may include customers who refused or were unable to answer TP01 but wanted to continue to provide their feedback. This is in line with the introductory text confirming that their data would be included in the data submission to the Regulator. 

Where a respondent terminated an interview, this was considered as the individual effectively withdrawing their consent to participate in the research. We appreciate that this is open to interpretation but have taken the most cautious approach to uphold ethical standards. We have included partial responses, where customers have skipped or refused to answer any questions but have submitted their interview.

Methodology

As Gentoo has fewer than 1000 LCHO dwelling units, the tenant population consists of LCRA households only.

A sample approach was taken to collection with the survey being conducted on a monthly basis from 4th April 2023 – 23rd March 2024. 

Surveys were conducted by telephone and online via email invitations. This mixed methodology supports inclusivity and flexibility for survey completion. The breakdown being as follows:

·         70% (1,537) of LCRA surveys were completed via telephone 

·         30% (658) of LCRA surveys were completed online 

Sample Size  

2,188 valid responses were collected for the overall satisfaction question in 2023/24 (2,195 interviews were conducted overall).

The confidence interval achieved based on the data captured at TP01 (which sits at +/- 1.8%), meets the +/-2% regulatory requirement. See table below:

The required sample size is shown in the table below (according to Gentoo’s Statistical Data Return 2022): 

As Gentoo has less than 1,000 LCHO stock, it is not compulsory to conduct this survey and report the findings to the regulator for LCHO customers.  

Representative Sample 

The document which you can find here (Appendix 1.2) above summarises the review carried out based on the demographic information and the representativeness of the survey results. Where a skew of more than 5% was noted between the survey data and the population, a check of the overall satisfaction scores was conducted to ensure the scores were significantly between subgroups and compared to the Total score.  

Based on the review it was agreed that weighting was required to correct for a skew in the Gender and Property class profile within the sample data. The data counts are shown below for unweighted and weighted data.