During September 2024, we visited you to ask some questions about our services as part of the Tenant Satisfaction Measures survey.
Why did we do this?
The Regulator for Social Housing (RSH) asks all housing providers to collect information from their residents to check how they’re feeling about their landlord. These are called the Tenant Satisfaction Measures (TSM) and were introduced in 2023.
There are 22 TSMs in total and they are split into two parts:
- 12 customer perception survey measures that are collected by surveying customers directly
- 10 performance measures that are collected through management performance information.
How did we do this?
Between 16 -29 September 2024, we knocked on the doors of 21,045 homes to ask a few questions to residents on their doorstep.
We completed the survey between 9.00am-6.30pm on weekdays and on Saturday morning between 9.00am-12.30pm to try and maximise the response rate.
Residents’ responses were collected via an app on each colleague’s mobile phone.
Who are M.E.L?
We engaged the services of M.E.L Research, a specialist market, social and behavioural research, and insights consultancy.
Once collected by our colleagues, our survey results were independently collated by M.E.L Research, with daily updates provided on the volumes of surveys completed and results.
M.E.L Research provided independent, robust assurance that our approach and collection methods were compliant with the guidance issued by the Regulator for Social Housing.
How many residents did we speak to?
We received 5,326 responses, which means that we got to speak to over a quarter of you. You can see the full results below.
The results for Low Cost Rental Accommodation (LCRA)
Overall customer satisfaction
Satisfaction with repairs
Satisfaction with the time taken to complete the repair
Satisfaction that the home is well maintained
Satisfaction that the home is safe
Satisfaction that the landlord listens to tenants views and acts upon them
Satisfaction that the landlord keeps tenants informed
Agreement that the landlord treats tenants fairly and with respect
Satisfaction with the landlords approach to handling complaints
Satisfaction that the landlord keeps communal areas clean and well maintained
The landlord makes a positive contribution to neighbourhoods
Satisfaction with the landlords approach to handling antisocial behaviour
The results for Low Cost Home Ownership (LCHO)
Overall satisfaction
Satisfaction with repairs
Satisfaction with the time taken to complete the repair
Satisfaction that the home is well maintained
Satisfaction that the home is safe
Satisfaction that the landlord listens to tenants views and acts upon them
Satisfaction that the landlord keeps tenants informed
Agreement that the landlord treats tenants fairly and with respect
Satisfaction with the landlords approach to handling complaints
Satisfaction that the landlord keeps communal areas clean and well maintained
The landlord makes a positive contribution to neighbourhoods
Satisfaction with the landlords approach to handling antisocial behaviour
Based on all your responses to our questions, our overall satisfaction score from our renters was 65% and 36% for our shared owners.
Across all metrics for residents who rent their homes, the results show an improvement from 2023 . This is great news and shows that the changes we're making are starting to have an impact, but we know there is still work to be done.
For our shared owners and leaseholders it's clear you're far less satisfied with the level of service you've received and we have significant work to do.
These results help us to understand how satisfied you are with the services we provide. We've identified areas that we know impact on your level of satisfaction, and where we need to make improvements. We'll publish an action plan showing these improvements by May 2025.
Performance measures
These figures are still be verified, but we'll be sharing them here as soon as they're available.
