In 2023 The Regulator for Social Housing (RSH) introduced a way for all housing associations to collect information from their residents to check how they’re feeling about their landlord.
These are called the Tenant Satisfaction Measures (TSM) and we’ll be sharing the results on our website in December 2024 along with how we hope to use your feedback to make improvements to your services.
What are we doing?
Between Monday 16 – Saturday 28 September, colleagues from across PA will be in your area carrying out a doorstep survey to ask you 12 simple questions.
We want to make sure this survey is as inclusive as possible and that everyone has the chance to respond. So we're doing the survey from 9am-6.30pm on Monday-Friday and Saturday 9am – 12.30pm to try to speak to as many people as we can.
The survey should take no more than 10 minutes and we do not need to enter your home.
This survey is the quickest way for us to ask your views on how we’re performing as your landlord. The results will then be sent to the Regulator for Social Housing so they can monitor all registered providers’ progress.
We’ll be knocking on your door and carrying out the survey on the doorstep so it should take no more than 10 minutes of your time.
All our staff will be wearing ID badges, and they will not need to enter your home.
How will we be using your feedback?
Although it’s now a legal requirement to do this survey, it’s also a brilliant opportunity for us to collect valuable feedback on what you think about PA Housing and the services we provide to you.
Once we have the results, we’ll be working with our involved residents to see what you think we’re doing well and how we can improve things for you.
We’ll be publishing these results ion our website in December 2024.
All your answers will be recorded, stored and analysed by an independent research agency called M.E.L Research. M.E.L will ensure the survey results are interpreted fairly. The information you provide in this survey will be used for research purposes.
If you would like more detail about M.E.L Research and how they protect the data, they collect please visit:
What will I be asked?
The Regulator for Social Housing has set the questions to ask and provided us with a script to make sure results are collected fairly across the country.
We’ll be asking about:
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Overall satisfaction
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Satisfaction with your repairs
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Satisfaction with the time taken to complete your most recent repair
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Satisfaction that your home is well maintained
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Satisfaction that your home is safe
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Satisfaction that your landlord listens to tenant views and acts on them
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Satisfaction that your landlord keeps tenants informed about things that matter to them
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Agreement that your landlord treats tenants fairly and with respect
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Satisfaction with your landlord’s approach to handling complaints
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Satisfaction that your landlord keeps communal areas clean and well maintained
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Satisfaction that your landlord makes a positive contribution to your neighbourhood
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Satisfaction with how your landlord handles reports of antisocial behaviour
What if I won't be at home?
We want to make sure this survey is as inclusive as possible and give everyone the chance to respond.
We'll try to knock on your twice during the week, but if we miss you for any reason and you'd like to complete the survey, don't worry!
Just drop us an email and one of our team will give you a call to complete the survey over the phone.
Where can I find out more?
The government has published information on why they have introduced the Tenant Satisfaction Measures and how they’ll be using the results.
You can find out more on their website:
What happened in 2023?
We did the TSM survey for the first time over a 2-week period in September 2023, we visited 19,696 of your homes to ask some questions and get a sense of what you thought about our services. We received 5,261 responses, which means that we got to speak to over a quarter of you.
