Tenant Satisfaction Measures
The Regulator of Social Housing introduced a new set of measures in 2023 which intend to make Landlords performance more visible and show how they are doing in providing good quality homes and associated services. The measures are made up of 12 tenant perception questions which cover areas such as overall satisfaction and how safe people feel in their homes and 10 performance measures covering building safety, complaints, repairs and anti-social behaviour.
The 12 tenant perception results were captured through customers completing surveys, thank you to the 792 of you that took part. We worked with a company called IFF Research who contacted our customers, 84% of those taking part completed the survey over the telephone and 16% completed it on-line. IFF Research used a random sampling approach to make sure customers had an equal and fair chance of being invited to take part. Here is a copy of the survey script which IFF Research used.
Our results have been split depending on which Registered Provider owns the property, they have now been shared with the Regulator and we would also like to share the result with you. This is the first year of these measures being collected, so next year we will be able to see where our performance has improved or still needs more focus. You might be contacted by IFF Research who are overseeing the completion of our surveys again this year (2024/25) We would be grateful for your time if you can share your views with them.
Legal & General Affordable Homes is currently made up of 2 Registered Providers;
- Legal & General Affordable Homes Ltd which holds a mixed stock of 1895 occupied (as at 31.3.2023) rented and shared ownership homes. 511 of you participated in the tenant perception survey.
- Legal & General Affordable Homes AR LLP which holds a stock of 936 (as at 31.3.2023) of our rented homes. 281 of you participated in the tenant perception survey.