# Tenant Satisfaction Measures (TSM) The Transparency, Influence and Accountability Standard requires all registered \ providers to generate and report tenant satisfaction measures (TSMs) as specified by \ the regulator. For this reason, a new script type within KeyFax 4.4.8 is now available to help customers meet these requirements. The first part of the offering is a questionnaire to be used either as a Staff script (phone) or a Self Service script (internet). Along with the questionnaire four reports are provided:\ \ 1\. TSM - Time Period\ 2\. TSM - Historic\ 3\. TSM - Raw Data\ 4\. TSM - Homes Responded\ \ These are described below. ### 1. TSM - Time Period The 'TSM - Time Period' report follows the technical requirements set out by the Regulator of Social Housing, providing a snapshot of the satisfaction for each TP01 to TP12 questions over a time period set by the user.
#### Parameters **From** - start date from which responses to the questionnaire are added to the report **To** - end date to which responses to the questionnaire are added to the report **LCHO Stock** - if toggled on filters out all responses from the report that are from LCRA stock (Low Cost Rental Accommodation), if off filters out all responses from the report that are from LCHO stock (Low Cost Home Ownership) {% hint style="info" %} When used in LCHO mode (as with all TSM reports) this report removes certain entries from the report inline with the guidelines. {% endhint %} {% hint style="info" %} If a tenant responds multiple times within the period selected for the report, only the last response will be counted. For the Historic report this is the case too, but only per TSM year. {% endhint %} ### 2. TSM - Historic Using the same calculations as were used to create the 'TSM - Time Period' report, the 'TSM - Historic' report queries the database year by year and plots the TP01 to TP12 % satisfaction results on a graph.
#### Parameters **LCHO Stock** - if toggled on filters out all responses from the report that are from LCRA stock, if off filters out all responses from the report that are from LCHO stock ### 3. TSM - Raw Data The 'TSM - Raw Data' report allows the user to download each question response. The tenant information is anonymised and the full response for each question and the time that response was received is supplied.
#### Parameters **From** - start date from which responses to the questionnaire are added to the report **To** - end date to which responses to the questionnaire are added to the report **LCHO Stock** - if toggled on filters out all responses from the report that are from LCRA stock, if off filters out all responses from the report that are from LCHO stock ### 4. TSM - Homes Responded The 'TSM - Homes Responded' report gives an insight into from which campaign or type of housing stock the respondents' homes can be included. This aids in checking that the sample of homes and tenants using the questionnaire is representative of the whole of the housing stock available - as required by the TSM guidelines. The report gives a count of the number of homes from each defined group. These groups are created during the design of the sample by the stock owner prior to invites going out to selected tenants. The definition of the groups are the choice of the stock owner and are reflected in the questionnaire HTTPS links sent to tenants.
#### Parameters **From** - start date from which responses to the questionnaire are added to the report **To** - end date to which responses to the questionnaire are added to the report **LCHO Stock** - if toggled on filters out all responses from the report that are from LCRA stock, if off filters out all responses from the report that are from LCHO stock ## The TSM Script The TSM Script has been developed for both Staff (phone questionnaire) and Self Service (internet questionnaire) use - each has subtle differences to keep it inline with the TSM Guidelines.
The text for each TP01 to TP12 question and the answer values are fixed so as not to be accidentally modified, as doing so could disqualify the questionnaire from being considered by the Regulator of Social Housing. The correct inclusion or exclusion of "Not applicable / don't know" options and 'Continue' buttons (for self service) has been considered along with the precursor questions for TP02, TP03, TP09 and TP10. {% hint style="info" %} It is possible (and acceptable to the Regulator of Social Housing) to add your own questions to the questionnaire and have them reported on by the TSM feature. As this solution is largely locked down to ensure compliance, however, please contact Omfax for more details. {% endhint %} --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.keyfax.biz/product-suite/staff/tenant-satisfaction-measures-tsm.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.