Tenant Perception Survey

Tenant Perception Survey

The new measures are called Tenant Satisfaction Measures. We need to know what we are doing right, what we are getting wrong, where we can improve and to give the public greater visibility of our performance.

To gather the information relating to Tenant Satisfaction Measures, we are required to ask our tenants some set questions in a Tenant Perception Survey. 

All housing providers will be doing this with their own tenants over the next few months.  These surveys are an important tool to ensure social housing is of a decent standard across the country.

The survey will be carried out every year and the first measures will cover the period of time between 1 April 2023 and 31 March 2024. 

We will be required to report the results of the survey to the Regulator and the results will be published annually.

This is an amazing opportunity for us to hear from our tenants and to compare our performance with other social landlords across the country. 

The survey consists of 12 questions and covers the following areas:

Overall satisfaction
TP01 - Overall satisfaction

Keeping properties in good repair
TP02 - Satisfaction with repairs 
TP03 - Satisfaction with time taken to complete most recent repair
Maintaining building safety
TP04 - Satisfaction that the home is well maintained 
TP05 - Satisfaction that the home is safe    
Respectful and helpful engagement
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

Effective handling of complaints
TP09 - Satisfaction with the landlord’s approach to handling complaints

Responsible neighbourhood management
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