What are the Tenant Satisfaction Measures?
The Regulator of Social Housing (RSH) has a duty to inspect social housing providers and hold us to account for the services we deliver to our residents. The RSH is an independent public body, sponsored by the government.
In April 2023, the RSH introduced Tenant Satisfaction Measures (TSM), a new way for us to survey Sanctuary residents and hear how you feel about our services. This annual information gathering exercise helps make Sanctuary more transparent as a landlord, and we believe the publication of our results – both ‘good’ and ‘bad’ – strengthens our connection with customers.
Twelve of the 22 measures are based on your feedback alone. These ‘perception’ measures ask how satisfied you are with certain services (including repairs and complaint handling), if you feel we listen, and your satisfaction overall.
The measures apply to our regulated housing services, including Sanctuary Supported Living and the former Swan brand. The RSH focus on two customer categories: Low-Cost Rented Accommodation (LCRA), covering those who rent, and Low-Cost Homeownership (LCHO), covering mostly shared owners.
How do we measure?
For the 12 ‘perception’ measures for 2023/24, we tasked IFF Research with surveying more than 3,000 Sanctuary customers by phone. In total, 3,231 renters and shared owners were kind enough to tell IFF Research what they thought of us. As encouraged by the RSH, we made sure we included a good mix of ages, ethnicities and locations to reflect our large and diverse customer base.
The remaining 10 measures are based on the performance data we collect between April and March, covering that financial year.
Our 2023/24 results
The RSH will publish every landlord’s results in autumn 2024.
We’re committed to sharing our results with you at the earliest opportunity. Our 12 ‘perception’ figures are below (three don’t apply to shared owners).
Our Tenant Satisfaction Measure results are now available in infographic and PDF formats, presenting the data in a clear and concise manner.
We're committed to providing our tenants with high-level services, and we take feedback seriously. We hope you find the results useful and informative.
Please feel free to share your thoughts using our feedback form.
LCRA Overall satisfaction
65.5%
LCHO Overall satisfaction
48.8%
Some of the positives
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Our overall satisfaction score jumped 6.7% year-on-year, suggesting the ‘customer first’ approach now embraced by our teams is having the impact we hoped for.
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Three quarters of those surveyed said their home’s ‘safe’.
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Most customers felt we treated them fairly and with respect.
Some of the things we need to improve
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Most of those surveyed weren’t happy with how we handle complaints.
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Many said we need to be better at listening to, and acting upon, your views.
We know we must do better and have already made changes.
What do we do with the results?
As soon as we learned what our customers wanted, we moved to get things done. This includes:
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Renewing our focus on putting you, our customer, first.
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Introducing more ways to feedback on our services.
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Rolling out a new repair process.
Having considered the results of our survey in December 2023, our Resident Scrutiny Panel are monitoring our response.
We will publish the results of our 10 ‘performance’ measures as soon as this data is available. This information will be collated in April 2024 and published on this page once they’ve been shared with our Resident Scrutiny Panel.
- Expanding our complaints team and empowering them to work more effectively.
- Increasing the visibility of our local housing teams.
- Exploring how to better meet our shared owners’ needs.
