What are the TSMs?

TSM are the Tenant Satisfaction Measures introduced in England by the Regulator of Social Housing that came into affect from 1 April 2023.

This is a regulatory requirement for all registered providers to report on their performance on an annaul basis (every two years for the smallest landlords).

What is STAR?

STAR is the Survey of Tenants and Residents – a flexible approach developed and promoted by HouseMark. Since 2011 it has become the standard for tenants and residents surveys across the sector, with the added advantage for HouseMark members that they can benchmark their scores. The STAR framework was comprehensively revised in 2020 for both perception and transactional surveys.

STAR in Wales

ARP has a long track record delivering resident satisfaction surveys that recognise the specific needs of providers in Wales. With clients across the country we ensure that our STAR surveys are tailored to meet Welsh Government returns requirements and ensuring that requirements for using the Welsh language are met.

Why choose us?

ARP Research specialises in housing research and consultation, and is one of the primary providers of TSM and STAR surveys nationwide. We have over two decades of experience in housing/ support services research and consultation, having previously delivered over 40 TSM and STAR surveys in the last two years alone for housing associations, local authorities and support service providers throughout the country.

With a longstanding commitment to bespoke survey research tailored to the specific needs of every client, ARP Research have the experience, expertise and focus to ensure our clients gain the maximum insight from their survey work.

Included as standard

• We can advise on the best methodology for you, and offer a choice of postal self-completion, online, telephone or face to face interview surveys depending upon the specific needs of your organisation.
• Detailed questionnaire design support using our wide experience to help you determine which additional questions will best meet your needs, including the most popular amongst your peers, likely response patterns, caveats or limitations and lessons learned from other surveys.
• Step by step support for benchmarking core questions with Housemark, supplemented by our own database.
• Comprehensive statistical testing to distinguish real changes in satisfaction from those that are merely due to statistical chance. This includes full analysis by sub groups such as stock type, area and demographic area, including protected equality characteristics.
• Key driver analyses to help you understand which factors are most closely associated both with overall satisfaction, and satisfaction on key topic areas.
• Comprehensive reports that do more than just document results, but strive for additional insight.

If you would like to discuss your TSM or STAR survey requirements in more detail, just get in touch by telephone or web here.