Hastoe is asking a sample of tenants to share their views on the services we provide through a tenant perception survey that will run from 8 June – September 2026. It is important for us to understand how customers feel about the services we provide, to be sure we are delivering them in the way and to the standard that you want.
We will carry out this survey in line with the Market Research Society Code of Conduct. We will be contacting tenants via telephone from a Hastoe number, so you may be called and asked to participate. The results of this survey will help us make business decisions and shape future services.
The Regulator of Social Housing requires all registered providers of social housing to generate and report Tenant Satisfaction Measures (TSMs) each year as part of the new Customer Standards framework. These measures combine data generated from:
- Internal management information
- Tenant perception surveys
FAQs
What is a Tenant Perception Survey? The Regulator of Social Housing has created a system for assessing how well social housing landlords in England are doing at providing good quality homes and services for their tenants. In April 2023 it became a regulatory requirement to start collecting and reporting Tenant Satisfaction Measures (TSMs). There are 22 TSMs, covering five themes. 10 of these will be measured by Hastoe directly, and 12 will be measured via a tenant perception survey. Hastoe will be publishing these findings to show you how we are performing and will report them to the Regulator of Social Housing.
Will my answers be anonymous? Your responses will not be shared with anyone beyond the small team responsible for collecting the data.
What if I want to opt out? Participation in the survey is voluntary. At the start of the call, you’ll be asked if you would like to take part; if not, the call will be ended.