Tenant Satisfaction Measures - survey

There are 22 tenant satisfaction measures, covering five themes:

• 10 of these will be measured by the landlord directly, and
• 12 will be measured through a customer satisfaction survey. All landlords must ask the same 12 questions.

Landlords are required to report on these measures for both rental and shared owner customers.

The measures look at five key areas:

• Keeping properties in good repair
• Maintaining building safety
• Effective complaints handling
• Respectful and helpful customer engagement
• Responsible neighbourhood management

As your home is owned by emh, they are required to carry out the survey with you.

Who will carry out the 2024 survey?

As your home is owned by emh, but managed by Leicestershire Rural Housing Association (LRHA) - your tenancy agreement is with emh. As they are your landlord, they were required to carry out the survey, not LRHA.

emh have commissioned Acuity, a market research company to carry out a survey on their behalf.

Who will be contacted and how?

Acuity will contact a sample of Leicestershire Rural Housing customers (not every household) by phone over a five-week period starting on 7 October 2024. The survey should take approximately 10 minutes to complete.

When will Acuity call?

Acuity will make the survey calls between 7 October and 8 November.

If you get a call from Acuity the number displayed will be 01530 436004.

Acuity only make calls between 9am and 8pm, Monday to Friday and between 10am and 6pm on Saturdays.

Will Leicestershire Rural Housing Association know what you’ve said?

Emh will share the survey findings with us. However they will keep your responses anonymous unless you give them permission during the survey to share your details with us.

The 2025 survey - all customers

So that we can gather feedback from all customers (not just a small sample), we (Leicestershire Rural Housing Association) will send out the TSM survey to all customers in September 2025.

We value your opinions and want to know where we’re doing well, and where we can do better.

Please take this opportunity to have your say.

• It gives you the chance to feed back on the service you receive from us.
• We use your feedback to make real changes to our service and to your experience living in our homes.
• The more responses we get, the better we can understand where we may need to improve. It doesn’t matter if you’ve only recently moved into your home or if you don’t use all of our services.

The TSMs require all social landlords to report in the same way, making it easier for social housing customers to understand how landlords are performing against the key services that matter most.

You can find out more about the Tenant Satisfaction Measures on the gov.uk website:

Tenant Satisfaction Measures

If you do have any queries, please get in touch with our Customer Care Team on 0300 1234 009 or at enquiries@midlandsrural.org.uk

Thank you

As your home is owned by emh, but managed by Leicestershire Rural Housing Association (LRHA) - your tenancy agreement is with emh. As they are your landlord, they were required to carry out the survey, not LRHA.

September 2023 survey results

From the survey results, and feedback from other surveys and complaints, we’ve identified four areas to focus our improvements on. These are:

• Communal areas
• Repairs
• Planned maintenance
• Shared ownership

Project groups have been created for each of these four areas. We’ll need to understand more about why customers are dissatisfied, so will be asking you to get involved with this (if you’d like to).