Tenant Satisfaction Measures survey – 6 May to 16 June 2025
We can improve services for everyone when we listen and act on your feedback, that’s why it’s important that you share your feedback on the services you receive. One way is to respond when we ask you for your views as part of our quarterly Tenant Satisfaction Measures survey. From 6 May to 16 June 2025 you may be contacted and asked about your views on our services.
What are the Tenant Satisfaction Measures?
All registered housing providers in England like us, are required to report on a standard set of measures known as ‘Tenant Satisfaction Measures’. We are now entering the third year of reporting these to the Regulator of Social Housing (RSH). Our latest quarterly results together with our full 2023-24 year end results are available here These measures aim to:
We’re working alongside an independent market research company who carry out these surveys on our behalf. Opinion Research Services Ltd conduct the surveys by phone and the next round of surveys will go live on Tuesday 6 May and run until Monday 16 June 2025. If you receive a call from them (their phone number is 02476 997501), we encourage you to share your experiences with them, both the good and the not so good. The survey should only take about eight minutes to complete.
Feedback received throughout the year is submitted to the Regulator of Social Housing each year. If you would like to learn more about the Tenant Satisfaction Measures, please visit the Regulator of Social Housing website.
Additional surveys
Asking for feedback on recent services received
Another way to share your views is by completing a survey where you’ve experienced one of our services, such as having a repair completed in your home.
We’ve recently made some changes to these surveys to make them even more effective and we’re partnering with a new company called Qualtrics to carry out these surveys for us.
If you’ve given us your mobile telephone number and/or email address, you may receive a request to provide feedback on a service.
If you receive a text message, it will come from ‘Orbit’ and the link will mention Qualtrics. It will look like the example below:
If you receive an email, the subject of the email will read:
We value you - share your thoughts
It will be sent from Orbit@yourvoice.orbit.org.uk and will look like the example shown below:
As you complete the survey, you’ll be guided through a number of questions and asked about the service you received. If your issue hasn’t been resolved, you’ll have the opportunity to ask for someone from Orbit to re-contact you. It’s important to us that you’re satisfied with the work we’ve carried out or the actions we’ve taken, so we want to know if there’s more we need to do.
Frequently asked questions
Why have I been contacted to complete a survey?
If you’re being asked about the TSM survey, we’ve asked Opinion Research Services Ltd to speak with around 750 customers each quarter and you may be asked to participate as one of those customers.
For other surveys, we may get in touch with those of you who have recently received services from us. This could include a repair or some planned works.
You don’t have to take part in any of our surveys, but we really hope that you’ll tell us what you think – good or bad.
Will I be identified from the surveys and how will my personal information be used?
We understand your privacy is important. No one is identifiable when we take a look at the survey results and these are analysed by region and as a whole. All data will be used in line with our Privacy Policy.
Can I opt out of receiving surveys?
Yes, of course you can. We’re always grateful for you to share your views with us, however, we respect your privacy too. Details about your right to opt-out can be found in our Privacy Policy. Anyone who has already opted out will not be included in the survey.
If you’d like to know more about Mutual Exchange, where you can swap homes with another eligible customer, we’re holding an event next week with Stonewater.
It’s taking place on Wednesday 14 May from 5.30pm-8.30pm at Tanyard Farm Community Centre, 163 Tanyard Cl, Coventry CV4 9TR.
Members of our Mutual Exchange and Independent Living teams will be there to answer any questions you may have, and you can meet other interested customers.
Please feel free to join us if you’re interested. If you can’t make it, find out everything you need to know about Mutual Exchange here: https://www.orbitcustomerhub.org.uk/find-a-home/swapping-my-home/