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Tenant Satisfaction Measures

July - September 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.

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 

72%

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

Year to Date = 71%

73%

of customers are satisfied with the repairs service.

Year to Date = 73%

67%

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

Year to Date = 65%

71%

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

Year to Date = 69%

76%

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

Year to Date = 77%

58%

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

Year to Date = 61%

69%

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

Year to Date = 73%

76%

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

Year to Date = 77%

39%

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

Year to Date = 39%

54%

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

Year to Date = 60%

58%

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

Year to Date = 62%

55%

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

Year to Date = 62%

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