Skip to main content

Tenant Satisfaction Measures

The Regulator of Social Housing has created a new system to assess how we are doing at providing good quality homes and services. 

This involved creating a set of Tenant Satisfaction Measures that we must collect and report on.

These measures are to make our performance more visible and help our tenants hold us to account. 

There are 22 Tenant Satisfaction Measures, covering five themes. 

We measure ten of these directly. Our appointed provider measures the other 12 using Tenant Perception Surveys. 

Theme 1: Keeping properties in good repair

We directly measure: 

  • RP01: Homes that do not meet the Decent Homes Standard
  • RP02: Repairs completed within target timescale

Measured through Tenant Perception Surveys:

  • TP01: Overall satisfaction
  • TP02: Satisfaction with repairs
  • TP03: Satisfaction with time taken to complete most recent repair
  • TP04: Satisfaction that the home is well maintained

Theme 2: Maintaining building safety

We directly measure: 

  • BS01: Gas safety checks
  • BS02: Fire safety checks
  • BS03: Asbestos safety checks
  • BS04: Water safety checks
  • BS05: Lift safety checks

Measured through Tenant Perception Surveys:

  • TP05: Satisfaction that the home is safe

Theme 3: Respectful and helpful engagement

Measured through Tenant Perception Surveys:

  • TP06: Satisfaction that the landlord listens to tenant views and acts upon them
  • TP07: Satisfaction that the landlord keeps tenants informed about things that matter to them
  • TP08: Agreement that the landlord treats tenants fairly and with respect

Theme 4: Effective handling of complaints

We directly measure:

  • CH01: Complaints relative to the size of the landlord
  • CH02: Complaints responded to within Complaint Handling Code timescales

Measured through Tenant Perception Surveys:

  • TP09: Satisfaction with the landlord’s approach to handling complaints

Theme 5: Responsible neighbourhood management

We directly measure:

  • NM01: Anti-social behaviour cases relative to the size of the landlord

Measured through Tenant Perception Surveys:

  • TP10: Satisfaction that the landlord keeps communal areas clean and well maintained
  • TP11: Satisfaction that the landlord makes a positive contribution to neighbourhoods
  • TP12: Satisfaction with the landlord’s approach to handling anti-social behaviour

About the surveys

We have partnered with Acuity, a leading market research company with over 25 years of expertise in the social housing sector. They will carry out the survey for us. 

Acuity will contact around 1,320 households each year.

If you get a call from 01273 093 939 (a Brighton Area code), it will most likely be Acuity phoning you for the survey.

If you miss the call, you will get a recorded message to tell you about the survey.

The survey takes about 10 minutes.

Acuity will only call between 9am to 8pm from Monday to Friday, and 10am to 6pm on Saturdays.

It is important for us to hear everyone's views. Even if you've just moved into your home or are not using all the services discussed.

Confidentiality and data protection

The surveys are confidential.

You will be asked if you are okay with Acuity passing on any additional details to us.

All the calls are recorded for training and quality purposes.

Acuity is a company partner member of the Market Research Society and is registered with the Information Commissionaires Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation.

Under the Data Protection Act, Acuity is not permitted to release any information that would allow an individual to be identified without their active consent.

Acuity holds ISO20252:2019, which is the quality standard for market research companies.

After the survey

Results from this survey will be used to calculate annual Tenant Satisfaction Measures.

We will publish these in summer 2024.