Housemark’s Tenant Satisfaction Measures (TSM) survey programme has helped Magna Housing strengthen its customer insight, build confidence in its approach and target improvements that go beyond compliance.
Magna Housing is a South West-based landlord that owns and manages around 9,000 homes. With a strong focus on the customer voice, the organisation wanted to ensure it was delivering a consistent, meaningful and compliant approach to customer satisfaction.
In both 2023/24 and 2024/25, Magna commissioned Housemark to run its TSM perception survey. The aim was to not only meet regulatory requirements but to embed a process that offered continuity, confidence and clarity for future planning.
“We always wanted to have results that we could action and weave into the work we’re doing on customer voice,” says Kate Boston, Data and Insight Manager at Magna Housing. “It’s not just about meeting the standards, it’s about getting insight we can actually use.”
The Challenge
With the first year of regulatory TSM reporting under its belt, Magna wanted to build on early success and ensure its approach remained robust, consistent and meaningful. The challenge was to maintain confidence in the process, while ensuring results were representative, insightful and easy to act on.
Internally, Magna was clear that the survey should do more than meet minimum requirements. It needed to provide a true reflection of customer sentiment, identify where progress was being made and flag any areas requiring further attention.
“We wanted results we could trust – and act on,” says Kate. “The challenge was to make sure the data wasn’t just compliant but genuinely useful across the business.”
Magna also saw an opportunity to strengthen how results were communicated, both internally and externally, and to maintain the momentum already created around customer insight.
The Solution
Housemark delivered a fully managed TSM perception survey programme for Magna, supporting all aspects from design and sampling to reporting and key driver analysis. Working with specialist research partner Service Insights, the project achieved a representative sample of 587 responses, exceeding the required margin of error.
The survey captured the full set of regulatory perception measures, alongside additional questions around recommendation, ease of interaction and quality of home. Housemark also produced an interim report part-way through fieldwork to support early decision-making.
“Our results felt honest and true,” says Kate. “It gave us a fair reflection of how customers really see us – and because we used the same method and provider as last year, we can track whether we’re improving.”
The final report presented clear, actionable insight. Top-line satisfaction remained steady at 60%, while scores for repairs speed and communal area maintenance saw significant improvement. Complaint handling, previously flagged as a key issue, also showed positive movement.
“Housemark’s key driver analysis has been really helpful,” says Kate. “It’s shown us that listening to views and acting on them, home maintenance and being treated with respect are the three biggest drivers of satisfaction. That gives us something tangible to work on.”
The Results
Magna has used the insight from Housemark’s survey to inform service improvement plans and support wider work on customer voice. The consistency of approach has also helped provide assurance to internal stakeholders, including leadership and executive teams.
“Having that external lens and that sector knowledge really matters,” says Kate. “Housemark understand what it’s like from the client side. They’re flexible, they listen, and they’re prepared to tailor things to what you need.”
Looking ahead, Magna is considering a third year of partnership and exploring future options around frequency and methodology. But for now, the focus is on embedding the learning and maintaining momentum.
“It’s not just a one-off survey,” says Kate. “It’s part of a wider effort to make sure we’re hearing from our customers in a meaningful way – and doing something with what they tell us.”
For Housemark, it’s a clear example of how a well-designed TSM programme can deliver more than just compliance. With the right partner, it can build trust, insight and action.
“Too often, feedback gets collected and parked,” says Chris Elliott, Principal Consultant at Housemark. “At Magna, we’re seeing a team that’s serious about improvement – and using insight to make it happen.”
Beyond Insight: Evolving your TSM Survey to Drive Action
Ready to go beyond compliance and meet the new standards with confidence? With tenant satisfaction now central to social housing regulation, it’s time to turn feedback into action. Housemark’s CX consultancy helps you align with the latest standards, improve survey design, communicate results clearly, and act on insights — driving meaningful change across your organisation.
Ready to create change where it matters most? Visit https://www.housemark.co.uk/tsm/.