Tenant Satisfaction Measures

At Abri, we listen to our customers and colleagues, valuing all feedback we get and using it to deliver exceptional customer service. In 2020, the government published the social housing white paper, which sets out ways to improve things for people living in social housing. As a result of this paper, the Regulator of Social Housing (RSH) is introducing a new framework for all social housing landlords to report on some Tenant Satisfaction Measures (TSMs). The Regulator will use the feedback from customers to understand how well we’re doing at providing good quality homes and services.

You may be contacted by TLF to answer a series of questions about the services we deliver to you. The team of expert researchers will call from one number with a local area code.

You may be called between 9am to 7pm Monday to Friday, 10am to 6pm on Saturday and 11am to 6pm on Sunday.

TLF will ask for your opinions on the services that we provide and may check that your contact details are up to date. They will never ask for any personal passwords or financial information such as your bank account details.

You can download a copy of the questionnaire here

We expect it’ll take around 10 minutes.

TLF will ask you if you want your responses to remain completely anonymous. You can give your permission for Abri to follow up on any of the things you shared in your survey responses if you want to. If there are any questions which you would prefer not to answer, please let them know and they will leave that answer blank. TLF will never include anything in its findings that could identify you as an individual unless you want them too.

The only information we share with TLF are details that are relevant to make sure feedback is representative of our different customer groups. The information will include your name, address, telephone number and email address.

Your privacy is as important to us as it is to you. TLF go to great lengths to preserve your privacy and protect the personal data used in conducting all research. All information collected in this survey will be treated in accordance Abri’s Privacy Statement.

You will only be eligible to complete the survey if you live in low-cost rental accommodation - including social rented homes, supported housing, intermediate rent and temporary social housing – or low-cost home ownership like shared ownership properties which are not fully staircased.

To ensure the representativeness of our sample, we make sure we interview customers based on:

• Age
• Stock type
• Area
• Property type

We align the general proportion of responses to that of the total population, which is why

we only contact a sample of our customers (enough to make sure the data is reliable), so you may not be contacted to complete the survey.

That's fine. The person calling will always check that you are happy to take part. If you would prefer not to, just let the person know, and we will make sure we remove you from our contact list.

• We received 2,459 valid responses for low-cost rental accommodation, this exceeds the minimum requirement for LCRA.
• We received 512 valid responses low-cost home ownership, this meets the minimum requirement for LCHO.
• We also included customers whose properties are managed by external management companies in our sample and interviewed 391

One of our most vulnerable groups are our Partnership Living customers. We interviewed six out of 316 customers but because of barriers related to survey accessibility, we stopped the survey as customers as we felt the questions are not always easy to understand, and contacting these customers can cause them stress.

Prior to the survey going live, we supported customers through an easy-read version of this survey and by extra communication with them and their support providers. Following call listening after these six calls, it was clear that customers who answered this survey were confused and unlikely to provide accurate answers to the survey questions and so we stopped surveying this group. To make sure we’re collecting the views of these customers in the future, we have designed a much simpler customer satisfaction survey with advice from MenCap.

Surveys were conducted between 9:30am and 7:30pm Monday to Friday, and Saturday mornings. These calls were all recorded and conducted using the MRS Code of Conduct and in accordance with Data Legislation. A portion of the calls (10%) were reviewed each month by Abri to ensure customers were being asked questions accurately and objectively.

Last year, Silva started reporting against the new tenant satisfaction measures (TSMs) and these were done independently to Abri’s perception surveys.

In 2024-25 Silva will be reported as part of the Abri Group meaning their results will be reported as part of our group-wide TSM surveys.

Read Silva's Tenant Satisfaction Measure results