Course curriculum

  • 1

    Welcome

    • Welcome and introduction

    • Tell us about yourself

    • Useful Links
  • 2

    Chapter 1: The purpose of Tenant Satisfaction Measures

    • 1.1 Overview

    • 1.2 The regulatory context

    • 1.3 Benefit to tenants

    • 1.4 A mixture of tenant perception questions and management information

    • 1.5 Quiz
  • 3

    Chapter 2: What are the Tenant Perception measures?

    • 2.1 Overview

    • 2.2 How the Tenant Perception measures were designed

    • 2.3 What the TPs do and don't cover

    • 2.4 Getting a rounded view of tenant experience

    • 2.5 Quiz
  • 4

    Chapter 3: How the survey works

    • 3.1 Overview

    • 3.2 Representative responses

    • 3.3 How the survey methods affect results

    • 3.4 Quiz
  • 5

    Chapter 4 - Inviting the right mix of tenants to take part in the survey

    • 4.1 Overview

    • 4.2 Census versus sampling

    • 4.3 A representative sample

    • 4.4 What if people don’t respond?

    • 4.5 Quiz
  • 6

    Chapter 5 - What is data weighting and when to use it?

    • 5.1 Overview

    • 5.2 Adjusting for under-represented groups

    • 5.3 How adjusting affects the results

    • 5.4 Quiz
  • 7

    Chapter 6 - How the data is used and shared

    • 6.1 Overview

    • 6.2 How the data works and what the results mean

    • 6.3 Reporting to the regulator

    • 6.4 Sharing results with all tenants

    • 6.5 Comparing landlord performance

    • 6.6 Quiz
  • 8

    Chapter 7 - Scrutinising your landlords performance in TSM

    • 7.1 Overview

    • 7.2 Things to ask about the survey method

    • 7.3 How do you check it’s representative?

    • 7.4 Understand the plans for sharing and acting on results

    • 7.5 How are tenants involved?

    • 7.6 What’s changing as a result?

    • 7.7 Linking TSMs to wider scrutiny and service improvement

    • 7.7 Quiz
  • 9

    Course Survey

    • Course Survey