Regulatory Tenant Satisfaction Measure Surveying and Service Area Transactional Surveys

Part 1- Tenant Satisfaction Measures Survey- Aims and Objectives

The Survey Company will be required to carry out tenant satisfaction surveys that meet the Regulator of Social Housing Tenant Satisfaction full technical specification requirements as published on the Gov.Uk website-www.gov.uk/government/publications/tenant-satisfaction-measures-standard

The overall aim of the survey is to produce results which are compliant with the RSH TSM technical requirements and to provide NPH with information that:

• oIdentifies what is important to our tenants in the service that they receive from us;
• oMeasures levels of satisfaction with the aspects of our service that tenants have told us are important;
• oProvides research findings that are actionable to deliver improvements; and
• oBenchmarks customer satisfaction

Survey design and questions - Questions- Sample question set ( final set to be agreed with survey Company) with total proposed numbers attached Appendix 22. Please quote based on current proposed set and specify cost for additional open, yes/no and satisfaction level based questions.

NPH will work with the survey company to design the survey question set for flow, length and sign off.

In addition to the RSH TSM prescribed core question set, we would like the ability to ask additional probing questions. Question focus and wording may be changed between reporting periods, based on survey company guidance, to explore trends of dissatisfaction in more detail. Survey company will be asked to advise on future possible probe areas based on results obtained.

Survey method(s) - NPH would like the survey to be delivered by telephone by default but will seek the survey companies' advice on best practice to maximise participation and ensure barriers to access to taking part are removed. Alternative survey methods to accommodate this should be specified/recommended and costed separately if necessary.

Survey frequency- The survey company will be required to comply with the RSH technical requirements as detailed above which specify the minimum sample, profile and reporting deadline requirements to be achieved within the reporting year (start April- end March). However, NPH would like the surveys to be carried out evenly throughout the survey year and reporting received quarterly through the year. Year 1, 2023-24 surveys, due to being half way through the year, will need to be completed between the contract start date and end of March 2024. Please state whether you have capacity to deliver in this timescale and how you will ensure the sample is achieved by the deadline.

Survey reporting and results- As stated, NPH requires formal quarterly reporting that must include a written analysis report, that includes question results, analysis to include any technical RSH specification requirements in addition to cross breaks for, sex, length of tenure, receipt of Housing benefit, self-declared vulnera...

Additional information: Please email NPHprocurement@nph.org.uk

Is a Recurrent Procurement Type? : No