Tenant Satisfaction Measures information
Questions asked:
| Question number | Question text | Rating scale |
| 1 | Taking everything into account, how satisfied or dissatisfied are you with the service provided by Two Rivers? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| 2 | How satisfied or dissatisfied are you that Two Rivers provides a home that is well maintained? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| 3 | Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Two Rivers provides a home that is safe? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| 4 | How satisfied or dissatisfied are you with the overall quality of your home? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| 5 | As you do not feel that your home is well maintained or safe, please can you explain why and suggest what could be improved? | n/a |
| 6 | Has Two Rivers carried out a repair to your home in the last 12 months? | Yes, No |
| 7 | How satisfied or dissatisfied are you with the overall repairs service from Two Rivers over the last 12 months? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| 8 | How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| 9 | Generally, how satisfied or dissatisfied are you with the way Two Rivers deals with repairs and maintenance? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| 10 | Do you live in a building with communal areas, either inside or outside, that Two Rivers is responsible for maintaining? | Yes, No, Don`t know |
| 11 | How satisfied or dissatisfied are you that Two Rivers keeps these communal areas clean and well maintained? | Very satisfied , Fairly satisfied , Neither satisfied nor dissatisfied, Fairly dissatisfied , Very dissatisfied |
| 12 | How satisfied or dissatisfied are you that Two Rivers makes a positive contribution to your neighbourhood? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| 13 | How satisfied or dissatisfied are you with Two Rivers’s approach to handling anti-social behaviour? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| 14 | How satisfied or dissatisfied are you that Two Rivers listens to your views and acts upon them? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| 15 | How satisfied or dissatisfied are you that Two Rivers keeps you informed about things that matter to you? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied, Not applicable / Don`t know |
| 16 | To what extent do you agree or disagree with the following `Two Rivers treats me fairly and with respect`? | Strongly agree, Agree, Neither agree nor disagree, Disagree, Strongly disagree, Not applicable / Don`t know |
| 17 | Have you made a complaint to Two Rivers in the last 12 months? | Yes, No |
| 18 | How satisfied or dissatisfied are you with Two Rivers’ approach to complaints handling? | Very satisfied, Fairly satisfied, Neither satisfied nor dissatisfied, Fairly dissatisfied, Very dissatisfied |
| 19 | How satisfied or dissatisfied are you that Two Rivers is easy to deal with? | Very satisfied , Fairly satisfied , Neither satisfied nor dissatisfied, Fairly dissatisfied , Very dissatisfied |
| 20 | As you were not satisfied with Two Rivers being easy to deal with could you tell me why? | n/a |
| 21 | To what extent you do agree or disagree with the statement? “Two Rivers has friendly and approachable staff” | Agree strongly, Agree, Neither agree nor disagree, Disagree, Disagree strongly |
| 22 | Do you have access to the internet, and use online services or social media on any device such as a computer, tablet or mobile phone? | Yes, No |
| 23 | If Two Rivers could do ONE thing to improve its services, what would you like it to be? | n/a |
| P1 | The results of this survey are confidential. However, would you be happy for us to give your responses to Two Rivers with your name attached so that they have better information to help them improve services? | Yes, No |
| P2 | Would you be happy for Two Rivers to contact you to follow up any of the comments or issues you have raised? | Yes, No |
Summary of Approach
| a. a summary of achieved sample size (number of responses) | 1,214 |
| b. timing of survey | This was competed over 3 waves throughout the year between 14/07/2023 to 04/03/2024. |
| c. collection method(s) | 1204 were competed by telephone interview and a further 10 were completed by an internet survey. |
| d. sample method | Random stratified with quotas (Tenure and Age) |
| e. summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed) |   |
| f. any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results) | This was an unweighted approach. |
| g. the role of any named external contractor(s) in collecting, generating, or validating the reported perception measures | Acuity Research & Practice Ltd are an in dependent third party company who specialise in gathering and analysing Tenant Perception Measures and STAR surveys. Their role is collecting, generating and validating reported perception measures. |
| h. the number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph below* with a broad rationale for their removal | There have been no exclusions based on paragraph 63 of the Tenant Satisfaction Measures however there were 72 exclusions in total at our tenants request who do not wish to participate in any surveys. |
| i. reasons for any failure to meet the required sample size requirements summarised in Table below** | We achieved above the sample size required. |
| j. type and amount of any incentives offered to tenants to encourage survey completion | We did not take an incentivised approach. |
| k. any other methodological issues likely to have a material impact on the tenant perception measures reported. | N/A |
**Notes from guidance in Tenant survey requirements (page 15)
| 36. The summary of approach must be proportionate to the complexity of the sampling methods employed and must include sufficient information to enable reasonable assessment of the validity of the published tenant perception measures. For example, the level of detail required from a relatively large provider applying stratified sampling and weighting of responses is significantly greater than that required from a small provider employing a simple census approach. Alongside this summary, all providers must publish the questionnaire(s) used to generate survey responses. This must include any additional questions and introductory or explanatory wording communicated to tenants alongside the TSM questions. |
| 37. As part of the summary of the assessment of representativeness, all providers that own 1,000 or more dwelling units of relevant social housing stock must set out the following: proportion of the relevant (a) tenant population and (b) total survey responses that share the principal characteristics for which representativeness has been assessed (see illustration in Table 4). For these providers, a rationale for the choice of characteristics included must be set out with reference to tenant and stock profile. Where weighting has been used to ensure that the sample is as far as possible representative, (b) must reflect the weighted total survey responses used to generate reported TSMs. |
| 38. The summary of approach must state if the provider has undertaken any tenant perception surveys which include TSM questions but has not included these responses in the calculation of the TSMs. A rationale for why this information has been excluded must be provided. The provider must include a summary of responses by survey collection method and the rationale for the survey collection method(s) chosen. Where there are any material year-on-year changes in survey methodology, for example in survey collection method(s), a summary of these changes must be included with the reason for any such changes. Further, any analysis of year-on-year changes in tenant perception measure performance published by the provider must refer to any material changes in survey methodology that are likely to have significantly affected satisfaction scores. |
* Providers must take reasonable steps to assess, identify and remove barriers to certain groups of tenants participating in surveys used to generate the TSMs. In particular, this is in respect to tenants who share one or more protected characteristics under the Equality Act 2010, and in respect of duties of that Act. Barriers may include, but are not limited to, language barriers, visual impairment, literacy or lack of access to digital media.30 Where necessary to overcome barriers to participation, it is permissible for surveys to be completed by a carer, another household member on behalf of a tenant or through an interpreter.
