Tenant Satisfaction (TSMs)

 TSMs help us understand what matters most to you and all our residents.

We use the results to: 

• Understand what we are doing well 
• Spot areas where we need to improve 
• Compare our performance with other housing providers 
• Make decisions about future service improvements 
• Improve services based on resident feedback 
• Your feedback helps shape how we deliver services now and in the future. 

 We collect Tenant Satisfaction Measures (TSMs) in line with the requirements set by the Regulator of Social Housing.  

In 2025/2026, an independent research company, M·E·L Research Ltd, carried out our resident satisfaction surveys. 

Tenant survey 

• 703 resident interviews were completed during the year 
• Most surveys were completed by telephone 
• Additional surveys were completed online 
• Residents were contacted throughout the year on a quarterly basis 
• Results were weighted to ensure they reflected Gateway's resident population. 

Read the tenant survey questions, here.

Shared owner survey 

• All shared owners were invited to participate 
• Surveys were completed by post, email and telephone 
• A total of 52 shared owner responses were received. 

Read the shared owner survey questions, here.

Technical report

If you'd like more information about how the survey was delivered, sample sizes, response rates, weighting, margin of error and quality assurance. 

Read the technical report, here.

Collection methodology

If you'd like more information about how Gateway collects, records, calculates and reports TSM data across the year.

Read the internal methodology report, here.