Tenant satisfaction measures are coming

16/04/2023

What are they?
Measures set by the Government Regulator of Social Housing to find out what you think about the services we provide to you and how safe you feel in your home. The results will be published and provided to our regulator so we can see how well we are doing and compare with other housing associations and councils.

What is different from the annual tenant survey?
Some of the questions are the same but there are some new questions which we must ask you. Instead of doing one big annual survey we will be doing a survey every 3 months. We will survey different people each time, so you still only complete it once a year. This gives us more regular feedback, in smaller amounts, that we can react to more quickly.

How will it work?
You will still receive a text or an email with a link to fill in an online survey, a paper survey or a telephone call, but we have appointed an independent company to help us with this.
We have done this to ensure the results are statistically accurate (which is a requirement from the regulator) but also to make it independent. This means you may receive
communication from a company working on our behalf, instead of one of our employees, so you can be open about how you feel about our services to you. It also means our customer service team can focus on dealing with your day to day queries.

What happens next?
Before you are surveyed we will send you further details of the company working with us, how your data will be managed, and you can let us know if you have any queries or worries about this.

More information
You can find more information here in this easy read leaflet provided by the regulator