Tenant Satisfaction Measures

Listening to the voice of our customers is a priority for us.

What’s a Tenant Satisfaction Measure?

Tenant Satisfaction Measures (TSMs) tell us how well we perform on the things most important to our customers.  

TSMs cover two categories: Low-Cost Rented Accommodation (LCRA), covering those who rent, and Low-Cost Homeownership (LCHO), mostly shared owners. 

We’re scored against a total of 22 TSMs. Twelve of the measures are based on resident perception by asking what those surveyed think of our services. The remaining 10 measures are based on the performance figures we collect across our operations and mostly relate to legal compliance. 

Our TSM results are shared with the Regulator of Social Housing and used to drive change where we need to improve.

How we are publishing our results

Johnnie Johnson Housing results have been combined with the Sanctuary Group regulated housing services, Sanctuary and the former Swan brand. These consultations were performed during 2023-24.

Two independent agencies spoke to a total of 3,884 residents between 1 April 2023 and 29 January 2024.

Residents were selected using a mixed method approach, making the survey more inclusive.

Our results for 2023-24

What we are measuring

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

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We are passionate about providing outstanding homes and services to you; ensuring you feel supported within your neighbourhood and have access to information, support, and advice as and when you need it.

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You said, we did

We take your feedback and suggestions for improvement very seriously and always work to resolve issues and concerns as quickly as we can. In our efforts to be transparent and honest, we like to share what we’ve done to improve.

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Customer promise

We want you to be happy with the services you receive, so we created our Customer Promise to reinforce our ongoing commitment to provide outstanding customer service and affordable housing.

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