Tenant Satisfaction Measures - survey

There are 22 tenant satisfaction measures, covering five themes:

• 10 of these will be measured by us (the landlord) directly, and
• 12 will be measured by us carrying out a satisfaction survey with our residents, including shared owners. All landlords must ask the same 12 questions.

We're required to report on these measures for both rental and shared owner customers.

The measures look at five key areas of our homes and services:

• Keeping properties in good repair
• Maintaining building safety
• Effective complaints handling
• Respectful and helpful customer engagement
• Responsible neighbourhood management

Who will be surveyed?

• All households (both rental and shared owners) will be invited to take part

When?

• The survey takes place every two years.
• The next survey will take place over a six-week period, starting on 8 September.

What's involved?

• The survey will ask questions about how satisfied you are with your home and the services we provide.
• It will take around 10 minutes to complete.

As a thank you for your time, we'll enter you into a prized draw to win a £100 shopping voucher.

Who is carrying out the survey?

The survey is being carried out by Acuity, an external market research company.

• Acuity will contact you by phone to carry out the survey.
• Their number will show as: 01530 436004.
• They will only call between 9am and 8pm, Monday to Friday, and between 10am and 6pm on Saturdays.
• Acuity conform to the highest industry standards including ISO20252:2019 and the MRS Code of Conduct.

We value your opinions and want to know where we’re doing well, and where we can do better.

Please take this opportunity to have your say.

• It gives you the chance to feed back on the service you receive from us.
• We use your feedback to make real changes to our service and to your experience living in our homes.
• The more responses we get, the better we can understand where we may need to improve. It doesn’t matter if you’ve only recently moved into your home or if you don’t use all of our services.

The TSMs require all social landlords to report in the same way, making it easier for social housing customers to understand how landlords are performing against the key services that matter most.

You can find out more about the Tenant Satisfaction Measures on the gov.uk website:

Tenant Satisfaction Measures

If you have any queries about the survey, please contact the Communications team at communications@midlandsrural.org.uk or on 0300 1234 009.

September 2023 survey results

October 2022 pilot survey results