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 100 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
Below is a key of what each of the faces mean:
Our performance is on or above targets
Our performance is heading in the right direction to reach our targets
We still have lots to do, and our teams are working hard to reach targets
You can now see performance from January 2025:
Overall satisfaction
TARGET SET: 72%
73.8%
of tenants are satisfied overall (1,596 tenants)
