How we’re measuring tenant satisfaction

We’ll be calling around 1,000 tenants this autumn.

At NCHA, customer feedback is very important to us. That’s why we’ve been running our ‘STAR survey’ of customers for years. However this is about to change.

From April 2023, the Regulator of Social Housing (the Government body that we report to) have introduced a new way to measure how tenants feel about their landlords called Tenant Satisfaction Measures (TSMs).

Tenant Satisfaction Measures will give social housing tenants a way to compare their landlord’s performance against others, and hold them to account.

What are the Tenant Satisfaction Measures?

There are 22 Tenant Satisfaction Measures (TSMs) in total and they are split into two parts:

  • 10 performance measures that are collected through management performance information
  • 12 customer perception survey measures that will be collected through surveying customers directly.

The TSMs cover the following key areas:

  • Overall satisfaction
  • Keeping properties in good order 
  • Maintaining building safety 
  • Safety checks 
  • Respectful and helpful engagement  
  • Effective handling of complaints/ASB 
  • Responsible neighbourhood management.

How is NCHA surveying customers?

We’ve commissioned HouseMark and Service Insights to survey our customers for us. This autumn (between 28 August and 27 October 2023) they will be contacting a selection of customers at random and inviting them to participate in the survey.

If you are contacted we would really appreciate you taking the time to answer the survey. It shouldn’t take more than ten minutes and your responses are really important to us.

The call will come from a Nottingham area code (0115) and if you can’t answer they will leave a voicemail message and call you back at a later date.

We expect around 1,000 customers to receive a survey call.

What will happen to the responses?

The responses will be collected by NCHA and used to drive service improvements. Annually, they will be submitted to the Regulator of Social Housing who will track the sector's performance to see where improvements can be made.

We will be publishing our results on our website and highlighting what action we’ll be taking to ensure that we’re improving the services that we offer you.

What if I’m not contacted?

If you’re not contacted to be a part of this survey, we still welcome your feedback.

Find out how you can get in touch.