Surveys that are currently running include:
Tenant Satisfaction Measures
From 1 April 2023, registered housing providers in England are being asked by the Regulator of Social Housing (RSH) to report on a standard set of measures known as ‘Tenant Satisfaction Measures’. Its aim is to measure how well landlords provide good quality homes and services.
We welcome this new regulation which is designed to:
- Allow you to see how we perform on delivering services to you
- Give insights where we can improve our services
- Provide information to the RHS on how we’re meeting the regulatory standards.
We have commissioned Opinion Research Services Ltd (an independent market research company accredited by the Market Research Society) to carry out phone surveys with around 3,000 customers each year on our behalf. The first surveys will start in mid-May. 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 is expected to take no longer than 8 minutes and will cover 12 standard questions. Feedback from customers throughout the year will be submitted to the Regulator and we will be publishing results so you can see how we are performing.
If you would like to learn more about the Tenant Satisfaction measures, please visit the Regulator of Social Housing website.
Frequently asked questions
Why have I been contacted to complete this survey?
We provide a randomised sample of customers to the Market Research Company conducting the survey on our behalf. There is no obligation to take part in the survey, but we hope you will want to tell us what you think whether that is good or bad. If the timing of the call is inconvenient a further call can be scheduled at a time/date that suits you best.
Will I be identified from the surveys and how will my personal information be used?
No one will be identifiable when results are published. The results will be analysed as a whole, or by region and will be used in line with our Privacy Policy, which can be viewed on our website.
Can I opt out of receiving surveys?
Yes, 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 is excluded from the survey.
