Tenants Annual Satisfaction Survey 2023/24
The Regulator for Social Housing has required that all Registered Social Landlords are to survey their tenants on 12 specific Tenant Satisfaction Measures (TSMs).
Many of these questions are similar to those previously found in our full Annual Satisfaction Survey. However to support direct comparison between landlords the Regulator has indicated that these 12 TSM questions must be asked by each landlord using the exact wording and response scale as outlined by the Regulator.
For this reason we are asking our tenants to assist us by responding to a short survey which contains only the 12 TSM survey questions.
The responses that you and other tenants provide will be used to calculate PRHA’s overall Annual Tenant Satisfaction Measures, which we will then publish to our website for tenants to view and compare with other Landlords. The results will also be used to inform our own internal action plans for improving service delivery and tenant satisfaction.
The survey should take no longer than 10-15 minutes to complete, depending on whether you wish to provide any comments in relation to your responses. You can access the survey online by clicking on this link.
If you have any questions, or require any support or assistance to help you respond to the survey (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 for them to assist you with this.
Sincerely
The Performance & Monitoring Team
Providence Row Housing Association
Tenants Annual Satisfaction Survey 2023 results
Thank you to all of our tenants and residents who participated in the Satisfaction Survey that we ran in April 2023.
Providence Row Housing Association is committed to working with its tenants to ensure that the service it provides meets the needs of its tenants, and your input in responding to the survey and providing comments on our performance is invaluable as part of that process.
Overall satisfaction with PRHA’s services (all tenants and residents)
The overall level of satisfaction with the services that PRHA provides fell in relation to the previous year, down from 92% in the 2022 Survey to 84% in the 2023 Survey.
Comments that were made by survey respondents have been helpful in identifying particular areas that we think have contributed to the lowering of overall satisfaction and that we need to address. Our action plan has also been informed by similar falls in satisfaction for individual areas (such as the repairs and maintenance service, and with rent and service charges providing value for money) that may have contributed to the fall in overall satisfaction.
The relevant figures for individual services and departments were provided to the managers of those services, along with anonymous comments where appropriate, to help them identify key areas of focus for their service or department work-plan in relation to improving satisfaction.
Further analysis showed relatively strong correlations between the level of overall satisfaction and how satisfied respondents were with how PRHA listened to their views and acted upon them, and also how easy they felt that PRHA was to deal with. Good communication with our tenants and residents is a high priority for PRHA, and we will seek to improve this aspect of our service.
