TSM surveys are starting: How would you rate us?

Want to know more?

• What is a Tenant Satisfaction Measures survey?

  The Tenant Satisfaction Measures survey helps us understand what residents think about the services we provide.

  All social housing landlords in England carry out these surveys as part of the Government’s Tenant Satisfaction Measures (TSMs), introduced by the Regulator of Social Housing.

  Your feedback helps us understand:

  • What we’re doing well
  • What we need to improve
  • What matters most to residents

  Our 2026 survey will run from May to August.

  We’ve asked independent research company Kwest Research to carry out the survey on our behalf.

  We’ll share the results for 2026 next year.

• Why am I being contacted?

  You may be contacted because you’ve been randomly selected to take part in the survey.

  We only contact a sample of residents each year to make sure the results are fair and reliable.

  Your feedback will help us improve our services.

• Who is carrying out the survey?

  Kwest Research is carrying out the survey for us.

  They are an independent social and market research company based in Didsbury.

• How will Kwest contact me?

  Kwest may contact you by:

  • Phone call
  • Text message
  • Email

  Phone calls will take place between 9am and 8pm, Monday to Friday.

  Calls may come from a mobile number.

  Emails will come from:

  mail.manager@kwest.co

  Some residents may also be invited to complete the survey online.

• What will I be asked?

  You’ll be asked about your experience of the services we provide.

  Kwest may also check that your contact details are up to date.

  They will never ask for:

  • Passwords
  • Bank details
  • Financial information

• What sort of questions will be asked?

  You may be asked questions such as:

  • “How satisfied or dissatisfied are you with our overall service?”
  • “How satisfied or dissatisfied are you that we provide a well-maintained home?”
  • “How satisfied or dissatisfied are you with our approach to complaints handling?”

  You can skip any questions you don’t want to answer.

• How long does the survey take?

  Most surveys take around 5–10 minutes to complete.

  We’ve kept it short and simple so it’s easy to take part.

• Do I have to take part?

  No, taking part is completely voluntary.

  If you don’t want to complete the survey, just let the caller know.

• Is my feedback confidential?

  Yes. Your feedback will be treated confidentially.

  You can also choose to stay anonymous and skip any questions you don’t want to answer.

  At the end of the survey, Kwest may ask if you’re happy for us to contact you about your feedback. You can always say no.

• How will my information be protected?

  Your privacy is important to us.

  Kwest Research follows strict data protection rules to keep your information safe and secure.

  You can read more in Kwest Research’s privacy policy on their website.

• Why haven’t I been contacted?

  We only contact a sample of residents each year to make sure the survey results are reliable.

  If you aren’t contacted this time but would still like to share feedback, we’d love to hear from you.

  You can contact us by:

  • Phone: 0300 111 0000
  • Email: getinvolved@wchg.org.uk

• I don’t want to receive survey calls

  That’s completely fine.

  If you’re contacted and don’t want to take part, just let the caller know. Your details can then be removed from the survey contact list.

• Will Kwest leave a voicemail?

  No. Kwest will not leave voicemail or answerphone messages.

  If you miss a call, they may try contacting you again at a different time or on another day.

• How often do you run this survey?

  The Tenant Satisfaction Measures survey takes place every year.

  Each year, a random sample of residents is invited to take part.

• How do I get more information?

  If you have any questions, please contact us:

  • Phone: 0300 111 0000
  • Email: customerenquiries@wchg.org.uk

  A member of the team will get back to you.