These are a set of measures introduced by the Regulator of Social Housing to make it really easy for social housing tenants to see how their landlord is performing.
The measures focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective handling of complaints
- Respectful and helpful engagement
- Responsible neighbourhood management
At ForHousing we are asking a company called KWEST to contact tenants by phone to ask for feedback in these areas. This is to ensure the surveys are carried out independently.
Each month we are asking around 160 tenants to give us their views. Those contacted are chosen at random, but we do make sure that the total surveys are representative of tenants, such as age, ethnicity, and other characteristics. We also ensure the type and location of their homes is representative of the homes we manage.
This means KWEST may target some tenants to ensure required numbers are reached. If you are selected to take part you will never be asked to share any of your personal information such as your date of birth or your bank details.
We will then publish our results every few months so they are up to date. We know being surveyed by phone isn’t suitable for everyone, so we will carry out some surveys in other ways such as tenant meetings at our extra care schemes.
We have now published our Tenant satisfaction measures annual summary for 2023-24. Click here to read it.
Click here to view the questionnaire used
You can now see performance from April 2025:
What our icons mean:
-
On or above targets
-
Heading in the right direction
-
We still have lots to do
Overall satisfaction
-
78.3%
of tenants that are satisfied
We achieved
78.3%
Target set at
75%
Keeping homes in good repair
-
70.4%
of tenants are satisfied with repairs
We achieved
70.4%
Target set at
75%
-
69.1%
of tenants are satisfied with time taken to complete most recent repair
We achieved
69.1%
Target set at
72%
-
79.5%
of tenants are satisfied that their home is well maintained
We achieved
79.5%
Target set at
78%
Maintaining building safety
-
80%
of tenants are satisfied that their home is safe
We achieved
80%
Target set at
80%
Respectful and helpful engagement
-
73.7%
of tenants that are satisfied we listen to their views and act upon them
We achieved
73.7%
Target set at
73%
-
79.3%
of tenants are satisfied that we keep tenants informed about things that matter to them
We achieved
79.3%
Target set at
77%
-
83.9%
of tenants agree that we treat tenants fairly and with respect
We achieved
83.9%
Target set at
86%
Effective handling of complaints
-
37.2%
of tenants are satisfied with our approach to handling complaints
We achieved
37.2%
Target set at
45%
Responsible neighbourhood management
-
69.1%
of tenants are satisfied that we keep communal areas clean and well maintained
We achieved
69.1%
Target set at
70%
-
72.6%
of tenants are satisfied that we make a positive contribution to neighbourhoods
We achieved
72.6%
Target set at
76%
-
71.8%
of tenants are satisfied with our approach to handling anti-social behaviour
We achieved
71.8%
Target set at
74%
