Satisfaction Measures Survey Results 23/24

What are the Tenant Satisfaction Measures?

The tenant satisfaction surveys include questions which have been set by the Housing Regulator, which are specifically designed to measure how Ability, as your Landlord, is doing at:

Keeping your home in good repair
Maintaining the safety of your building
Giving you opportunities to have your say
Handling your complaints
Managing your neighbourhood

How the surveys were carried out

There is no rule set by the regulator which tells how we should collect your views. We chose to use a mix of contact methods, as it helps us collect different types of feedback and provides customers with various ways to participate.

47% of our customers took part in our most recent tenant satisfaction survey. We were able to communicate with our customers based on the contact preferences they informed us of within their most recent tenancy audit.

22.47% of customers responded via letter.
60.29% of customers participated by phone call.
22.47% of customers partook in a face-to-face survey.

This means that, although we didn’t speak to every single customer, the customers we did talk to, represented a range of customer types, including a variety of ages, accommodation type, ethnicity and location. This was really important to make sure that the feedback and scores we gathered reflect the diverse views of our entire customer base.

Within this survey, we asked you for your satisfaction scores on how well we are doing with: