How do we measure our performance?

The Regulator for Social Housing requires us to publish details of how we measure our performance against the Tenant Satisfaction Measures. The table below sets out how we gathered data for our 2023/ 2024 resident satisfaction results for both the main survey and the Kent PFI survey.

We have also provided a summary explanation of the Resident Census Survey and a summary explanation of the Kent PFI Survey.

Regulatory Requirement for Publishing Methodology	Resident Census Survey	Kent PFI Survey
a. Summary of achieved sample size	57 percent response rate achieved, meaning a +/-0.61 percent confidence interval	40 percent response rate achieved; no sampling error requirement due to >1000 properties.
b. Timing of survey	June 2023 to September 2023	March 2023 to April 2023
c. Collection methods	Postal survey, online survey	Postal survey, online survey
d. Sample method	Census	Census
e. Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed)	Census approach, meaning the results are well within the minimum confidence levels set out by RSH. Weightings have been applied to counter any in-balances in characteristics due to census approach rather than a stratified sample approach	Census approach, due to having less than 1,000 properties, as per regulator guidance.
f. Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results	Data was weighted by regional service	Unweighted as results pertain to just one region
g. The role of any named external contract(s) in collecting, generating, or validating the reported perception measures	Acuity research undertook distribution of surveys, analysis of data and reporting to ensure quality, non-bias and confidentiality	Acuity research undertook distribution of surveys, analysis of data and reporting to ensure quality, non-bias and confidentiality
h. The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph 63 with a broad rationale for their removal	All residents were offered the opportunity to complete the survey	All residents were offered the opportunity to complete the survey
i. Reasons for any failure to meet the required sample size	No failure – sample size achieved	No failure – sample size achieved
j. Type and amount of any incentives offered to tenants to encourage survey completion	10 x £50 gift vouchers	Four x £50 gift vouchers
k. Any other methodological issues likely to have a material impact on the tenant perception measures reported	N/A	N/A