From April 2023 all social housing providers in England have been required to collect data and report annually on their performance using a set of defined measures. These are defined as 'Tenant Satisfaction Measures' (TSMs). They have been developed by the Regulator of Social Housing. Using these measures, we and the Regulator can assess how well we're doing at providing good quality homes and services. It provides tenants with greater transparency about our performance as a landlord.
Aside from being a regulatory requirement, collecting and reporting this data is important for us as it gives us a view of what we’re doing right or wrong, how we can improve and provide you with greater value for money, and so we can compare ourselves to other housing providers and identify best practice.
About Tenant Satisfaction Measures
The Tenant Satisfaction Measures include 22 measures across five themes. Of these, 12 are reported through the annual tenant perception survey, and 10 are reported from our management systems.
Read our summary of approach (PDF)
Social Housing landlords, including the Council, are required to report back to the Regulator our performance against these measures annually. The results are collated each autumn and published online. These results enable you to compare our performance with other social housing landlords across the country.
Tenant Satisfaction Measures (TSM)
Ipswich Borough Council employed Acuity to undertake the surveys. Tenants may be conducted by telephone, taking approximately 10-20 minutes of your time. When contacting you by telephone, Acuity will briefly introduce themselves and explain what the survey is about, giving you the option to participate. If you’re busy, they will offer to call you back at a time that’s convenient for you.
Please note: If you have call display on your phone, the call display will show a UK number with an Ipswich area code: (01473) 792003. There is no cost to you for accepting this call.
You can choose to remain anonymous in the feedback you provide, but we do encourage you to share your feedback, as this is your chance to tell us your views and help identify areas that need improving.
How often can I be contacted?
We are required to survey 600 of our tenants (includes all our general needs tenants, temporary accommodation tenants and sheltered tenants) each year. We have selected to do this quarterly with 150 randomly selected tenants each quarter. You won’t be contacted for every survey we complete! If you don’t want to participate in the survey, just let them know when they call that you would like to opt-out.
Below are the proposed dates for our 2025-26 quarterly surveys carried out by Acuity. Telephone surveys will be carried out between the start and end dates until 150 have been completed.
| Start dates | Monday 12 May 2025 | Monday 11 August 2025 | Monday 10 November 2025 | Monday 9 February 2026 |
| End dates | Saturday 24 May 2025 | Saturday 23 August 2025 | Saturday 22 November 2025 | Saturday 21 February 2026 |
What will I be asked?
Download the questions asked by Acuity (Word document)
About Acuity
Acuity are fully accredited Market Research Society (MRS) and treat all the information you give them in line with the data protection.
Ipswich Borough Council will work with market research agencies who follow the guidance of the Market Research Society and make sure the requirements set out in the Data Protection Act 2018 (including GDPR – General Data Protection Regulation) are followed.