Our quarterly survey
Receiving feedback from our tenants is important. It helps us understand what is most important and where we need to focus our efforts and resources.
We work with housing research specialist Acuity to carry out a short survey every few months.
A random sample of tenants are contacted about their overall perception of our Housing Service. Questions are based on a set of tenant satisfaction measures that the Regulator for Social Housing requires all social landlords to report on.
Read more about tenant satisfaction measures and the Charter for Social Housing Residents
As a thank you, everyone who takes part in the quarterly survey is entered into a prize draw.
The table below details tenant satisfaction scores.
| Survey question | 2023-24 | March 2024 | December 2023 | September 2023 | March 2023 |
|---|---|---|---|---|---|
| Taking everything into account, how satisfied are you with the overall service provided by us? | 64% | 65% | 64% | 63% | 64% |
| How satisfied are you that we provide a home that is well maintained? | 65% | 70% | 65% | 64% | 62% |
| Thinking about the condition of the property or building you live in, how satisfied are you that we provide a home that is safe? | 77% | 75% | 76% | 76% | 80% |
| How satisfied are you that we keep communal areas clean and well-maintained? (Only tenants who live in a building with communal areas, either inside or outside, were asked this question). | 72% | 67% | 69% | 69% | 83% |
| How satisfied are you with the overall repairs service over the last 12 months? (Only tenants who answered that they have had a repair in their home, in the last 12 months, were asked this question). | 61% | 61% | 63% | 58% | 63% |
| How satisfied are you with the time taken to complete your most recent repair after you reported it? (Only tenants who answered that they have had a repair in their home, in the last 12 months, were asked this question). | 49% | 51% | 49% | 46% | 49% |
| How satisfied are you that we listen to your views and act upon them? | 51% | 58% | 52% | 52% | 45% |
| How satisfied are you with the way we keep you informed about things that matter to you? | 65% | 72% | 69% | 64% | 58% |
| To what extent to you agree with the following: "my landlord treats me fairly and with respect?" | 69% | 75% | 69% | 68% | 65% |
| How satisfied are you with our approach to complaint handling? (Only tenants who answered that they have had made a complaint, in the last 12 months, were asked this question). | 26% | 26% | 15% | 33% | 28% |
| How satisfied are you that we make a positive contribution to your neighbourhood? | 59% | 68% | 57% | 54% | 60% |
| How satisfied are you with our approach to handling anti-social behaviour? | 59% | 77% | 54% | 53% | 53% |
Full report and analysis
You can read the full report, and analysis for all of our surveys in the links below. These reports are written by Acuity.
- read the March 2023 report
- read the December 2023 report
- read the September 2023 report
- read the March 2023 report
What are we doing with this feedback?
We know there are some low levels of satisfaction. We want to improve in all areas above and have developed an action plan that begins to address the areas where we have our lowest scores. This action plan sets out what we aim to achieve, and by when.
We will be reviewing this action plan regularly and updating it with progress made, and updating actions as more surveys take place. View our action plan and the progress we will be making.
What next?
We will carry out a satisfaction survey every three months. This is so we can be confident in knowing what our tenants really think of the services they receive. We will be using an external market research company so that the survey is carried out independently.
Results from the survey are communicated to tenants through our My Home Bulletin, which is emailed out to tenants each month. We will also use our annual report to inform tenants of what is going well, and where we could improve.
When the Social Housing Regulator is ready for us to report results to them in Spring 2024, we shall report our scores, along with all other social housing landlords, and be able to see how we compare to others.
Using your data
You can find further information about how we manage and store data within our Privacy Notice