From 1 April 2023, social housing providers must collect data for tenant satisfaction measures (TSM) on areas such as:

  • repairs
  • safety checks
  • complaints.

The measures are there so residents can hold their landlord to account and provide a source of intelligence to the regulator on whether landlords are meeting the standards.

TSM will be used with other tools to gain assurance from social housing providers.

Landlords with a stock of over 1,000 properties must submit this data yearly.

Surveys will run from September 2023.

We've commissioned In-house Research, an independent market research company that specialises in the housing industry, to carry out the survey for our tenants.

In-house Research provides tenant satisfaction surveys and other research services across the housing sector.

They also provide benchmarking services, data analytics and voice of the customer analysis to improve services and engage with residents across the country. They have been working in the sector for over 25 years.

Who will take part

In-house Research will contact all Medway Council tenants by:

They will be hoping to interview a wide range of tenants starting in September 2023. 

We expect 750 residents to be surveyed using a digital approach and 250 by telephone.

All residents will have an opportunity to respond.

The survey should take no more than 10 minutes to complete.

What to do if you miss the call

If you got a call from 01793 680 405 and you missed it but would like to take part in the survey, you can call the number back to leave a message with a time and date to call you back.


The survey is strictly confidential and if a resident requests, the results can be given back to us anonymously without their name attached.

Data will be aggregated and reported to the Regulator for Social Housing who will publish the results, but will not receive or publish any individuals personal information.

If you have any queries about the survey, please contact or email In-house Research