Tenant Satisfaction Measures

These are a new 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.

Overall satisfaction

Overall satisfaction

Keeping properties in good repair

Keeping properties in good repair

Maintaining building safety

Maintaining building safety

Respectful and helpful engagement

Respectful and helpful engagement

Effective handling of complaints

Effective handling of complaints

Responsible neighbourhood management

Responsible neighbourhood management

Below is a key of what each of the faces mean:

Our performance is on or above targets

Our performance is on or above targets

Our performance is heading in the right direction to reach our 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

We still have lots to do, and our teams are working hard to reach targets

You can now see performance from June 2024:

Overall satisfaction


TARGET SET: 72%

Happy

74.6%

of tenants are satisfied overall (477 tenants)

Keeping properties in good repair


TARGET SET: 74%

Happy

81.3%

of tenants are satisfied with repairs (257 tenants)

TARGET SET: 72%

Happy

72.8%

of tenants are satisfied with time taken to complete most recent repair (254 tenants)

TARGET SET: 75%

Impartial

73.9%

of tenants are satisfied that their home is well maintained (445 tenants)

Maintaining building safety


TARGET SET: 82%

Impartial

80.8%

of tenants are satisfied that their home is safe (443 tenants)

Respectful and helpful engagement


TARGET SET: 72%

Happy

75.7%

of tenants are satisfied that we listen to their views and act upon them (399 tenants)

TARGET SET: 75%

Happy

78.1%

of tenants are satisfied that we keep tenants informed about things that matter to them (416 tenants)

TARGET SET: 86%

Impartial

85.8%

of tenants agree that we treat tenants fairly and with respect (424 tenants)

Effective handling of complaints


TARGET SET: 42%

Sad

36.5%

of tenants are satisfied with our approach to handling complaints (96 tenants)

Responsible neighbourhood management


TARGET SET: 69%

Happy

73.2%

of tenants are satisfied that we keep communal areas clean and well maintained (168 tenants)

TARGET SET: 75%

Happy

77.3%

of tenants are satisfied that we make a positive contribution to neighbourhoods (357 tenants)

TARGET SET: 74%

Happy

76.4%

of tenants are satisfied with our approach to handling anti-social behaviour (258 tenants)

We know we can always do better.

We know we can always do better.

If you’re not happy with the service you’ve received and would like to make a complaint please visit our Compla­­ints and Feedback page.

Click to visit now