Tenant Satisfaction Measures Survey: September to December 2023

Thank you to all tenants who took the opportunity to complete our recent Tenant Satisfaction Measures (TSM) survey.

We have collated the results and summarised them here.

Our survey results found that 77% of our tenants (general needs, independent living, shared owners, and supported housing customers) are satisfied with our overall service. This shows a healthy improvement of 4%, compared to our survey for 2022/23.

We are also pleased to see high satisfaction levels under the safe homes measure (78%) and that you think we treat you fairly and respectfully (80%).

What can we improve?

We are looking at our complaints handling score (35%) and continuously reviewing feedback to see how we can improve satisfaction going forward.

We are also looking at the satisfaction that the landlord listens to tenant views and acts upon them. We measure (63%) to ensure we have systems and procedures in place to listen to what you are telling us and then ensure that this is followed up.

We also had more than 700 individual comments and suggestions as part of the survey. We will look at each of these to create action plans and improve services. Many of these comments may result in us contacting the tenant for further information.

What will happen next?

Another group of tenants will be randomly selected to undertake a survey from January to March. The results from these will be combined from September to December 2023 to form our final performance information for the year 2023/24. These will then be published and submitted to the Regulator of Social Housing.

For more information on the Tenant Satisfaction Measures and how they affect you, please visit:

Tenant Satisfaction Measures | Progress Housing Group (progressgroup.org.uk)

Tenant Satisfaction Measures - Summary of RSH requirements (accessible) - GOV.UK (www.gov.uk) (external website)