Notices

Tenant Satisfaction Measures

14 October to 2 December 2024

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 second year of reporting these to the Regulator of Social Housing (RSH). Our first year results and latest quarterly insights are here.

These measures aim to:

• Show how we are performing in delivering our key services to you
• Draw attention to areas of the service that we need to improve  
• Make sure we meet regulatory standards by capturing and reporting this information. 

To help us show you how we’re performing, we ask customers like you for your views on our services through regular surveys. We’ve hired an independent market research company to carry out these surveys on our behalf. Opinion Research Services Ltd conduct the surveys by phone throughout the year. The next round of surveys will go live on Monday 14 October and run through till Monday 2 December 2024 and will contact about 700 customers. 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 RSH annually after 31 March. If you would like to learn more about the Tenant Satisfaction Measures, please visit the Regulator of Social Housing website.

Annual Voice survey

14 October to 13 December 2024

As part of our 2030 Strategy, we’re aiming to provide amongst the best customer experience of any housing provider in the country. To do this, it’s essential that we truly understand your priorities.

To help with this, we have developed a new ‘Annual Voice’ survey that asks for your feedback on a range of subjects including: your views on the environment, continued impact of cost of living, our Better Days support services, your health and wellbeing and more.

This new survey, launched in October, will take around 15 minutes to complete. We have hired an independent Market Research Company called TLF (The Leadership Factor) who will be phoning about 1,200 customers between 14 October and 13 December. If you receive one of these calls, we ask that you please share your honest views. This survey will be repeated every year so we can track trends over time.

Frequently asked questions

Why have I been contacted to complete this survey?

We provide a randomised sample of customers to the company conducting the survey on our behalf. There is no obligation to take part in the survey, but we hope you’ll want to tell us what you think, whether that is good or bad. If the timing of the call is inconvenient, another call can be scheduled at a time or day that suits you best. If English isn’t your first language and you would like to complete the survey, please let the market research company know and we can arrange to translate the survey for you.

Will I be identified from the surveys and how will my personal information be used?

We understand your privacy is important. No one will be identifiable when the results are published. The results will be analysed as a whole and by region. 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.