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  12. SHDC Tenant Satisfaction Survey - October 2023

SHDC Tenant Satisfaction Survey - October 2023

 

Tenant Satisfaction Measures were introduced by the Regulator of Social Housing on 1 April 2023.  All social landlords are required to submit data on an annual basis to the Regulator including how satisfied their tenants are.   

The Measures are intended to:

  • Enable tenants to scrutinise their landlord and hold them to account;
  • Give landlords insights on where they might look to improve their services; and
  • Allow the Regulator of Social Housing to see whether landlords are meeting required regulatory standards. 

A sample of SHDC tenants will be contacted between 2nd and 20th October by a research company called ARP Research, on behalf of SHDC. 

Why are you surveying tenants?

Tenant Satisfaction Measures are a new process set up by the government, intended to make it easier for social housing tenants to hold their landlords to account.   The Regulator of Social Housing requires all social landlords to survey tenants annually about their performance.  This data will be shared with tenants and the Regulator.  The Regulator is expected to publish survey responses of all social landlords in autumn 2024.  This will allow tenants to compare our performance with other social landlords across the country.

What does it involve?

A sample of tenants will be contacted by telephone by ARP Research.  It is anticipated that the call will take no more than five minutes. Tenants will be asked 12 questions about the service they receive - these questions will be the same questions asked nationally to all social housing tenants. How we determine who ARP contacts is also set out by the Regulator of Social Housing.  Tenants will be telephoned by ARP Research - a paper survey will not be sent out.   

Why are you only surveying a sample of tenants? I want to be contacted

We have chosen to survey a sample of tenants to meet the requirements from the Regulator of Social Housing in a cost-effective way used my most other landlords.  This is a rolling survey and different tenants will be contacted each year.  You can give us your feedback anytime via our website.    

Who is ARP?

We have asked ARP Research to carry out this survey on our behalf. ARP and their call centre partner Prevision Research specialise in running exercises like this for social housing landlords across the country.  They will keep your information confidential and are not allowed to use your details for any reason other than running this survey.  They will conform to the Data Protection Act and the General Data Protection Regulation (GDPR).

What will you do with the information and how will you use it?

The response to your survey will be shared with SHDC and the Regulator of Social Housing.   A summary of the findings will be shared with tenants and will be published nationally by the Regulator of Social Housing.  SHDC and ARP will act in accordance with the Data Protection Act and GDPR.  Further information is available on our privacy notice.