Tenant Satisfaction Measures Results 2024 -2025

Following this survey, Trident are committed to following an action plan to improve the service that customers receive. The key actions that this will include are:

• Strengthening our partnership work: Continuing works with local partners such as the Birmingham community safety team, charity partners, and services like West Midlands Fire Brigade to continue to add value to the neighbourhood where you live.
• Implementing a new housing system: This system will help us to collaborate and improve the service you receive from Trident across all areas that matter to you like repairs, anti-social behaviour, complaints and communication.
• Improving our enagement offer and helping residents feel listened to: We have launched a plan to visit every neighbourhood over the financial year helping residents have their say. We have also developed a customer learning programme so residents can learn how to effectively shape our services.
• Being more transparent with our policies and procedures: We will publish all our customer facing policies on the website. 
• Improving service to residents classified as high risk: For residents who are found to be in high risk situations or to have high risk vulnerabilities, we will be improving our decant and access policies and processes. This includes a decant officer, regular high risk meetings, and clearer processes to ensure all residents are treated well and respected.
• Extending our customer service offer: We are increasing the offer and so reducing call wait times for residents.
• Keeping you better informed using sms: From the results of the customer census and feedback, we have found many residents prefer sms messaging. A monthly story will be shared with customers using texts and we will investigate how to develop this further with our repairs service.
• Tenancy Sustainment earlier intervention: Our Tenancy Sustainment offer will be extended and residents will be able to self refer to the service.
• Strengthening our business continuity exercises: Ensuring that all relevant colleagues and teams react to crises and emergencies with one group, one message for consistency.
• Promote neighbourhood champions: Continue to promote the neighbourhood champion initative helping residents to have more influence on the neighbourhoods where they live.
• Learning from complaints: We are improving our complaints handling process and building in learning from our complaints more effectively.

As required by the Regulator of Social Housing we reported only the Tenant Satisfaction Measures of those residents who live in our general needs and supported rented accommodation (or Low Cost Rental Accommodation) to the Regulator of Social Housing. You can read these full results in the table below.

Trident acknowledges the necessity to meet all requirements within the TSM Tenant Survey Guidance and the TSM Technical Guidance and confirm we have done so.

TLF Research carried out the survey for the Tenant Perceptions in line with the guidance provided by Regulator of Social Housing. The decision to move from a census to a quarterly sample was made after reviewing the approach of our peers in TSM year one. This helped Trident align better to reflect what other RPs had used for benchmarking purposes and enabling opportunities to take the learnings of others onboard from the providers who were achieving high levels of satisfaction.

The survey design meets the specified requirements within Annex 4 of the Tenant Satisfaction Measures: Technical Requirements. 

We did not apply any sampling or weighting to the survey, as the respondents were proportionate to the relevant tenant population allowing for no sampling or weighting to be required.

All our residents were invited to take part, with 514 people living in a Low Cost Rental Accommodation responding.

To ensure our Tenant Satisfaction Measures (TSM) results were robust and representative, Trident Housing Group worked with our research partner, TLF, to complete telephone surveys with 123 tenants per quarter throughout 2024/25. Quotas were set using our tenant database, with a focus on age groups, as analysis by both the Regulator of Social Housing (RSH) and our own internal data confirmed age has the greatest impact on satisfaction levels. 

In addition to age, we also monitored survey responses by tenure type and ethnicity to ensure the overall sample reflected the diversity of our resident base. A stratified random sampling method was used to achieve this balance.

In line with TSM requirements, once a tenant had completed a survey, they were excluded from further surveying within the year to ensure only one response per household. Tenants who declined to take part were removed from the sampling pool for six months, in line with Market Research Society (MRS) best practice.

To ensure that the sample achieved was representative of the total tenant base, we created a sample frame from the total population. For any missing information, these were categorised as ‘unknown’ and still included within the sample frame.

Sample representativeness was monitored monthly through the data collected within our in-house telephone unit.

The tables below show how the TSM survey returns relate to our actual stock and resident profiles:

All relevant stock types and tenant groups were included and with no exclusions.

These surveys were co-ordinated by TLF Research and they collected and validated the results on our behalf, allowing respondents the opportunity to speak openly. We went with TLF Research following a rigorous procurement process as we wished to move to a quarterly sample like other providers to better help with benchmarking and were confident in TLF Research’s experience in social housing customer surveys. 

TLF Research, on our behalf, contacted residents between 15th May 2024 and 19th March 2025.

To ensure our Tenant Satisfaction Measures (TSM) results were robust and representative, we completed telephone surveys with 123 tenants per quarter throughout 2024/25.

Surveys were distributed across our full tenant base using telephone and postal methods to ensure inclusive and representative feedback.

Of the 514 respondents; 502 completed by telephone and 12 by post.

Telephone surveys tend to yield a more balanced range of responses, typically following a normal distribution curve. Telephone surveys are particularly effective at reaching seldom-heard residents, as individuals are contacted directly rather than being expected to respond to an invitation sent via email, SMS, or post. Additionally, the direct and interactive nature of telephone interviews tends to result in fewer partially completed surveys, allowing for more comprehensive data collection. 

We used multiple questionnaires across the year as we responded to the results and wanted to get more information from residents. All surveys met the criteria as defined in the Regulator for Social Housing’s Tenant Survey Requirements. 

Questionnaire 1 – Quarter 1 and 2

Questionnaire 2 – Postal Survey

Questionnaire 3 – Quarter 3 and 4

Trident Group and TLF Research did not use incentives to encourage completion.