Residents invited to shape future services through 2026 Tenant Satisfaction Measures (TSM) survey
The TSM Survey FAQ gives residents an opportunity to share honest feedback about their homes and the services they receive, helping South Lakes Housing (SLH) understand what is working well and where improvements can be made.
As part of its new business strategy, Your Home, Our Community, SLH is committed to providing quality homes, delivering quality services and helping communities across South Cumbria and North Lancashire thrive. Resident feedback plays a vital role in achieving these goals.
To ensure the survey is carried out independently, SLH has appointed market research specialists Acuity Research & Practice to conduct the survey on its behalf. From 21st September, Acuity will contact a randomly selected group of residents to gather feedback in line with the Regulator of Social Housing’s Tenant Satisfaction Measures requirements. The surveys, which will be carried out by telephone, are expected to be completed by mid-October. Residents may be called and invited to take part in a telephone interview which will come from a local phone number and will take around 10 minutes to complete.
The information collected will help SLH better understand residents’ experiences and priorities, enabling the organisation to make informed decisions about future service improvements and investment.
Pam Mastrantonio, Chief Executive of South Lakes Housing, said:
“Listening to our residents is the most important thing we do to improve the services we provide. I am always excited to see the results of the TSM survey; it is genuinely one of the highlights of my year because it gives us a chance to hear directly from residents about what matters most to them. Every piece of feedback helps us understand what we are doing well and where we need to do better, and I would encourage everyone who is contacted to take part and make their voice heard.“
Pam Mastrantonio (centre), Chief Executive of SLH, with members of the Senior Leadership Team during a recent community visit.
Residents can be assured that all responses provided to Acuity will remain completely confidential and will be used for research purposes only. SLH will receive an overall report of the findings and will not see individual survey responses.
The results of the 2025 TSM survey where 598 residents took part is available on the SLH website and went on to play an important role in shaping business decisions and service development which the Summer 2026 – Your Home, Our Community Newsletter features. The results are discussed at the SLH Board and the new Housing & Communities Committee which includes residents. Non-personal data is also published online and submitted to the Regular of Social Heading.
