FAQs

The Tenant Satisfaction Measures will give you, our customers, improved visibility and the ability to hold us to account when things don’t go right. Results from every housing provider will be visible to everyone to view online, compare and question at the end of the regulatory year (Summer 2024).

The 22 satisfaction measures are split into two parts. There are 10 performance measures, that we'll collect through management performance information and 12 customer perception survey measures that will be collected through surveying our customers directly.

The TSM's 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 

Responsible neighbourhood management 

The first year runs from April 2023 until March 2024, after which every landlord will publish their results.To help us establish a clear baseline of these new measures and develop a clear action plan of possible areas that you feel that we need to improve we have already completed a pilot survey.

To help us monitor how well we’re performing, independent market research companies called Prevision Research Ltd and ARP Research Ltd are carrying out customer satisfaction surveys on our behalf.

 To allow them to contact you, we'll share some of your personal information with them, including your name, address and phone number. This information won’t be shared with any other organisations.

 We’d really appreciate you taking part in this survey and providing feedback so we can improve our services.

 For more information about how your personal information is handled, visit www.longhurst-group.org.uk/fairprocessing

Just five minutes of your time will make a real difference to our services by providing us with the vital feedback we need to make improvements.

Please be reassured that the calls and emails from Prevision Research are genuine.

By completing this survey, you’ll be helping us ensure that our services and support continue to meet your needs. The feedback we receive could make a real difference.

The survey is completely confidential. We’ll only collate and publish overall trends and findings from the survey.

If you don’t want us to email or phone you about this survey again, you'll be given the option to unsubscribe.