Tenant Satisfaction Measures

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) has introduced 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. At Abri, we listen to our customers and colleague and will use this feedback to deliver exceptional customer service.

If you are an Abri rental or Shared Owner, you may be contacted by TLF to answer the 12 satisfaction survey questions about the services we deliver to you. The team of expert researchers will call from one number with a local area code.

There are three ways in which TLF may contact you to complete this TSM Survey. They are:

• Phone
• Face to Face
• Email

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

A small number of surveys will be completed face to face and by email too, to ensure that we give all customer groups the opportunity to take part.

TLF will ask for your opinions on the services that we provide. They will never ask for any personal passwords or financial information such as your bank account details.

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 contacted to complete the survey if you live in low-cost rental accommodation (LCRA) - including social rented homes, supported housing, intermediate rent and temporary social housing – or low-cost home ownership (LCHO) 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
• Ethnicity
• Gender
• 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 (rather than all our customers), 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 they will remove you from their contact list for this year's survey. You may be contacted by TLF even if you have a ‘no survey’ marker on our systems, as the Regulator requires us to give you the opportunity to give your views if you are selected to take part in the survey.

We surveyed 2433 rental (LCRA) customers and 597 Shared Ownership (LCHO) customers, both of which are above the minimum required number of customers set out by the Regulator.

One of our most vulnerable groups are our Partnership Living customers. To ensure we were collecting the views of these customers, we designed a much simpler customer satisfaction survey, with advice from MenCap, which was carried out with the help of customers support providers in May and June 2024. The results of this survey cannot be included in the TSM results as the questions were significantly different.

In December 2024, we trialled in-person TSM interviews with Partnership Living customers. Two properties were visited, housing around 15 customers with various support needs. Customers were eligible for interviews if they had the capacity to consent, consented to be interviewed, and understood who Abri was. Only two customers met these criteria, however during the interviews several issues were identified which meant that these customers could not give their views. We are in discussions with specialist providers on how to collect these survey responses from our Partnership Living customers going forward.

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 quarter by Abri to ensure customers were being asked questions accurately and objectively.

You can download a copy of the questionnaire here

We are using your survey feedback to help shape and improve services we provide our customers. We've reduced average repair times from 27.9 to 19.1 days and improved service communication with reminders and tailored support. We’ve carried out over 3,200 estate inspections and hosted community events to address local issues. We've also invested over £90,000 in community projects and secured £10.5 million in social value from suppliers. There's more to do, and we’re committed to continue our learning and improving through Tenant Satisfaction Measures.

How big was the sample of customers?

• 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

Who was not surveyed?

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.

How did we carry out the surveys?

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.

Silva Homes

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

These Low Cost Rental Accommodation (LCRA) results include surveys to customers in general needs rented homes and housing for older people, for example.

Low Cost Home Ownership (LCHO) results include surveys to customers in shared ownership homes, for example.

2023/24 TSM results for complaints (1)

2023/24 TSM results for complaints (2)

2023/24 TSM results for anti-social behaviour

2023/24 TSM results for repairs

2023/24 TSM results for building safety