Notices

We value your opinion on the services you receive. One way you can share your views with us is by taking part in our quarterly Tenant Satisfaction Measures survey. From 20 October to 1 December 2025, you may be contacted by an independent market research company 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’(TSMs). We’re entering the third year of reporting these to the Regulator of Social Housing (RSH). You can find our latest quarterly results together with our full 2024-25 results are on our ‘How we’re doing’ pages here.

 Tenant Satisfaction Measures aim to:

• Show how we’re performing in delivering key services
• Draw attention to areas where we need to improve  
• Make sure we meet regulatory standards by capturing and reporting this information. 

We’re working alongside an Opinion Research Services Ltd, an independent market research company who carry out these surveys on our behalf. The surveys are conducted by phone and the next round of will begin on Monday 20 October and run until Monday 1 December 2025. If you receive a call from Opinion Research Services Ltd (the 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.

Why have I been contacted to complete a survey?

We’ve asked Opinion Research Services Ltd to contact around 750 customers each quarter, and you may be asked to participate.   

You don’t have to take part in any of our surveys, but we really hope that you do and 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. The survey results are analysed by region and as a whole and no individual response is identifiable. 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 to you for sharing 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.

We’ve been made aware of a rise in scam text messages claiming to be from government officials processing Winter Fuel payments. These messages can look genuine, but they’re designed to convince you to part with your personal or banking details.

Reports of these scams have increased by 150% this year – so it’s more important than ever to stay cautious.

Please remember: the Department for Work and Pensions will never ask for your bank details by text message. You can learn more about these scams on GOV.UK, and get the latest official advice.

If you’re not sure about a message you’ve received, always double-check before responding. We’ve put together a handy guide full of practical advice and easy tips to help you spot and report scams – take a moment to read it here.