The association has adopted a Participation Strategy for our residents that sets out our vision for involving and consulting them. We also have a set of Customer Care Standards that have been developed by residents themselves:
- We aim to ensure that all staff and volunteers will be friendly, caring and approachable.
- All residents will be treated with respect. All services will hear people equally according to their needs.
- We will deal with complaints promptly.
- We will listen to your views and we will act on feedback given.
- Residents will be given the opportunity to be involved in how their service is run.
- All of our properties will be clean, safe and kept in good condition.
PRHA Satisfaction Surveys – March 2025
As a landlord and support provider it is important for PRHA to understand how well we are meeting the needs of our tenants and how we are performing against their expectations. This allows us to identify and focus on those areas where improvements to service delivery may need to be made.
We are seeking your help to do this by asking you to complete one or more of the three short surveys detailed below. Each one is focused on a particular area of the services that we provide and each has around 10 to 12 questions so should be quick to complete. We are also posting out hard copies of the surveys should you prefer to complete and return a paper version.
It is entirely your choice whether you wish to complete these surveys, but each survey received contributes greatly to our understanding of how well we are performing in relation to the services we provide to our residents.
- Tenant Satisfaction Measures (TSM) Survey 2025
Survey link: https://www.smartsurvey.co.uk/s/S5WFLE/
This survey will help us to understand how well we are doing as your landlord and covers areas including our repairs service, building safety, and complaint & ASB handling.
The 12 questions included are those which The Regulator for Social Housing requires all Registered Social Landlords to survey their tenants on. The responses that you and other tenants provide will be used to calculate our Annual Tenant Satisfaction Measures, which we will then publish to our website for tenants to view and compare with other Landlords.
PRHA’s results from the 2024 Tenant Satisfaction Measures are available on our website here
- Value for Money Survey 2025
Survey link: https://www.smartsurvey.co.uk/s/1OHEGY/
This short survey is intended for all of our tenants and supported residents. It consists of survey of 12 satisfaction related questions plus some additional text field for context. Participating in this survey will help us to understand how all our residents feel in relation to the value for money of the services we provide overall as a landlord and as a support provider. Delivering efficient and cost effective services to all our tenants and residents is a key focus for PRHA, and your input into this survey will greatly help us to assess this.
- Supported Resident Survey 2025
Survey link: https://www.smartsurvey.co.uk/s/TJH71B/
This short survey includes 10 satisfaction related questions plus some additional text fields should you wish to provide us with additional information about your answers. Responding to this survey will help us to understand how well the support we provide is meeting the needs of our residents.
If you chose to participate your responses will be used to inform PRHA’s action plans for improving support service delivery and ensuring we meet our supported residents’ needs. It should only be undertaken by our supported residents.
Supported Resident Survey Prize Draw: we are offering a prize draw for respondents to our Supported Resident Survey. The first prize is a £50 voucher, and there are two second place vouchers of £20 and three third place vouchers of £10 each to be won. If you wish to enter the prize draw please see the instructions contained within the survey.
If you need assistance accessing or completing this survey please speak with your key worker or with a member of the management team at your service.
If you have any questions about any of the surveys above, or require any support or assistance to help you respond to the survey which your Housing Officer or Key Worker is unable to provide directly (such as requiring a physical copy in large font format, or in a different language) then please contact our Performance & Monitoring Team via feedback@prha.net or 07921 700492 so that we can assist you.
With thanks,
The Performance & Compliance Team PRHA
Accessibility
We want our website to be as accessible and easy to use as possible. We also want to make sure we comply with the Web Content Accessibility principles (W3C) and follow online best practices. We are currently working to make these changes to our Website. The website can be translated into different languages. If you visit the site on a Google/Chrome Browser and click on the Bengali Translation button in the top right hand corner of the Homepage this will introduce a drop down menu, which will allow you to translate the site into your chosen dialect.
(Click Image to view)
We will soon be introducing additional features to our Website including options to have the text read aloud and also increase the text size. In the meantime if you require any assistance with accessing our Website please contact us on info@prha.net or by calling 0207 920 7300.
PRHA Residents have a named Keyworker or Housing Manager who they can contact with any issues around accessing the Website.
