TSM appendices: survey approach and questions
TSM appendices: survey approach and questions
Appendix 1: survey approach
Feedback services provider (collecting, generating, and validating the reported perception measures)
All survey methods were overseen and delivered by independent research company Service Insights Ltd, working in partnership with Housemark.
Survey fieldwork date
Between October 2023 to March 2024.
Total surveyable population
20,683 (all LCRA, no LCHO)
Total sample size achieved (total number of responses)
1,426
- 207 telephone survey
- 1,219 face to face
Statistical confidence required and achieved
+3% is required overall for 2023/24. A +2.5% statistical confidence was achieved in practice (i.e. better / more accurate).
Reasons for any failure to meet the required sample size
Not applicable
Collection method
- 1st Face to Face: October 2023
- Telephone survey: October 2023
- 2nd Face to Face: March 2024
Type and amount of any incentives offered
None
Sampling method
Randomised sample through MS Excel randomisation.
Number of tenant households within the relevant population that have not been included in the sample
None
Summary of representativeness of the sample against the relevant tenant population
The tenant survey responses were considered to be representative of the wider tenant population.
Any weighting applied
Weighting was not required for this report
Any other methodological issues likely to have a material impact on the tenant perception measures reported
None
Appendix 2: survey questions
Regulatory TSM questions
Question 1: Taking everything into account, how satisfied or dissatisfied are you with the service provided by the London Borough of Camden?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 2: Has the London Borough of Camden carried out a repair to your home in the last 12 months?
- Yes
- No
Question 2a: How satisfied or dissatisfied are you with the overall repairs service from the London Borough of Camden over the last 12 months?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 2b: 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
Question 3: How satisfied or dissatisfied are you that the London Borough of Camden provides a home that is well maintained?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 4: Do you have any safety concerns in your home with any of the following?
- Damp and mould
- Fire Safety
- Gas Safety
- Electrical safety
- Lack of heating
- Risk of water leaks
- Other
If ‘other’ please tell us what other safety concerns do you have in your home?
Question 5: How satisfied or dissatisfied are you that the London Borough of Camden listens to your views and acts upon them?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 6: How satisfied or dissatisfied are you that the London Borough of Camden keeps you informed about things that matter to you?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 7: To what extent do you agree or disagree with the following: “The London Borough of Camden treats me fairly and with respect”?
- Strongly agree
- Agree
- Neither agree nor disagree
- Disagree
- Strongly disagree
- Not applicable/don't know
Question 8: Have you made a complaint to the London Borough of Camden in the last 12 months?
- Yes
- No
Question 8a: How satisfied or dissatisfied are you with the London Borough of Camden approach to complaints handling?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 9: Do you live in a building with communal areas, either inside or outside, that the London Borough of Camden is responsible for maintaining?
- Yes
- No
Question 9a: How satisfied or dissatisfied are you that the London Borough of Camden keeps these communal areas clean and well maintained?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 10: How satisfied or dissatisfied are you that the London Borough of Camden makes a positive contribution to your neighbourhood?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 10a: Do you have any safety concerns in your neighbourhood?
- Yes
- No
Question 11: How satisfied or dissatisfied are you with the London Borough of Camden approach to handling anti-social behaviour?
- Very satisfied
- Fairly satisfied
- Neither satisfied nor dissatisfied
- Fairly dissatisfied
- Very dissatisfied
Question 12: What is your preferred method of contact? (Please choose one only)
- Website
- Text message
- Telephone
- Webchat
- Other
If ‘other’, please tell us what other method of contact you prefer?
Additional questions
Question 13: If you could improve just one thing with the London Borough of Camden, what would it be?
Question 14: Do you have any further comments or suggestions for improving the London Borough of Camden?
Question 15: Finally, Camden would welcome the opportunity to see your individual answers in this survey. Would you be happy for your individual responses to be attributed to you when being passed back?
Question 16: And are you happy for the London Borough of Camden to contact you about anything you have raised in this survey?
Appendix 3: TSM social housing stock definitions
TSMs are reported for either, or both, of the following two stock types defined for each indicator in accordance with the Regulator’s guidance:
- Low Cost Rental Accommodation (LCRA). This includes, for example, general needs social housing, sheltered social housing, supported housing, intermediate rent such as Camden Living intermediate market rent, and temporary accommodation including the Single Pathway Service which directly manages some dwelling units for the Adult Pathway Service for homeless vulnerable adults.
- Low Cost Home Ownership (LCHO). This includes, for example, shared ownership properties which have not been fully staircased.
LCRA and LHO stock are defined in accordance with definitions in sections 69 and 70 of the Housing and Regeneration Act 2008. For the purposes of the TSM measures, the term ‘tenant’ refers to any resident of LCRA or LCHO stock owned by a provider. Leasehold and non-social housing dwellings are excluded.
Individual dwelling units owned by providers can be a:
- self-contained unit or
- bedspace in a non self-contained housing e.g. bed in hostel, room in shared house with shared facilities e.g. kitchen/living room/bathroom.