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Tenant Satisfaction Measures

April - June 2023 

Including our Year to Date (YTD)* 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.

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 

70%

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

Compared to 67% for other landlords.

Year to Date = 71%

73%

of customers are satisfied with the repairs service.

Compared to 74% for other landlords.

Year to Date = 73%

63%

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

Compared to 67% for other landlords.

Year to Date = 65%

67%

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

Compared to 72% for other landlords.

Year to Date = 69%

77%

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

Compared to 78% for other landlords.

Year to Date = 77%

64%

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

Compared to 59% for other landlords. 

Year to Date = 61%

78%

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

Compared to 69% for other landlords.

Year to Date = 73%

76%

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

Compared to 74% for other landlords.

Year to Date = 77%

40%

of customers are satisfied with their landlords approach to complaints handling. 

Compared to 39% for other landlords.

Year to Date = 39%

68%

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

Compared to 63% for other landlords.

Year to Date = 60%

65%

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

Compared to 60% for other landlords.

Year to Date = 62%

69%

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

Compared to 58% for other landlords.

Year to Date = 62%

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