Search

Tenant Satisfaction Measures

July - September 2023, including our Year to Date (YTD)* results.

About these results

Results

About these results

These satisfaction measures relate to customers living in our low cost rented accommodation. If you're a shared owner, we'll publish our results annually due to the sample size we survey.

We're still waiting to hear how we compare to other landlords. Thrive Customer Voice members will be the first to hear about these results, so be sure to become a member if you don't want to miss out!

Results are compared to landlords surveyed by our market research company IFF. 
*YTD (Year to Date) is the period of time from the first day of the financial year (April 1st 2023) up to the current date.
06 09 2023 Thrive 411

Results

72%

of customers  are satisfied with the service provided by their landlord.

Compared to 77% for other landlords.

Year to Date = 71%

73%

of customers are satisfied with the repairs service.

Compared to 77% for other landlords.

Year to Date = 73%

67%

of customers are satisfied with the time taken to complete a repair.

Compared to 72% for other landlords.

Year to Date = 65%

71%

of customers are satisfied that their landlord provides a home that is well maintained.

Compared to 76% for other landlords.

Year to Date = 69%

76%

of customers are satisfied that their landlord provides a home that is safe.

Compared to 83% for other landlords.

Year to Date = 77%

58%

of customers are satisfied that their landlord listens to their views and acts upon them.

Compared to 67% for other landlords.

Year to Date = 61%

69%

of customers are satisfied that their landlord keeps them informed about things that matter to them.

Compared to 75% for other landlords.

Year to Date = 73%

76%

of customers agree that their landlord treats them fairly and with respect.

Compared to 82% for other landlords.

Year to Date = 77%

39%

of customers are satisfied with their landlords approach to complaints

Compared to 40% for other landlords. handling. 

Year to Date = 39%

54%

of customers are satisfied that their landlord keeps communal areas clean and well-maintained.

Compared to 67% for other landlords.

Year to Date = 60%

58%

of customers are satisfied that their landlord makes a positive contribution to their neighbourhood.

Compared to 67% for other landlords.

Year to Date = 62%

55%

of customers are satisfied with their landlords approach to handling anti-social behaviour.

Compared to 62% for other landlords.

Year to Date = 62%

Find out how we're listening and acting on your feedback