Tenant Satisfaction Measures Results 2025 – 2026

 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:

Repairs and Maintenance

Continuously work to reduce overdue repairs and missed appointments and keep you updated throughout your repair journey.

Customer service improvements

Respond to enquiries within our service standards and continue to reduce waiting times on customer service calls through staff coaching.

Estate Services

Improve the quality of grounds maintenance and cleaning services. By carrying out regular inspections to ensure standards are met.

Improved Housing Management System

We will implement a new system to improve collaboration and how information is shared between ASB, Complaints and General Enquiries. This will improve user experience and make it easier for us to support you.

Strengthening Our Partnership Working

We will work closer with local partners such as emergency services, charities and local support services. We will improve how effectively share information between our to identify needs and provide better support for our vulnerable residents and strengthen our communities.

Improving Services for High-Risk Residents

We are introducing regular high-risk case review meetings, strengthening our processes and improving oversight to ensure vulnerable and high-risk residents receive the right support at the right time. We will also enhance our decant process and introduce a Senior Housing Officer role to provide operational leadership and oversight.

In addition, we have developed a new Mutual Exchange Policy to improve decision-making, strengthen escalation processes and provide a clearer experience for residents.

Our goal is simple: to provide better homes, better services and better customer experience for everyone who lives with us.

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 508 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 127 tenants per quarter throughout 2025/26. 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 4th June 2025 and 2nd March 2026.

To ensure our Tenant Satisfaction Measures (TSM) results were robust and representative, we completed telephone surveys with 127 tenants per quarter throughout 2025/26.

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

Of the 508 respondents; 506 completed by telephone and 2 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 – Telephone Survey

Questionnaire 2 – Postal Survey

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