Tenant Satisfaction Measures: your opinions really matter to us

From October 2024, each month around 130 tenants will be randomly selected to share their views and experiences about our services. This will be used to calculate the annual Tenant Satisfaction Measures and will be reported to the Regulator of Social Housing. We will also publish the results so you can see how we are performing.

Most contacts will involve a phone call. Some tenants will get a survey by email. We’ve partnered with a company called TLF Research, who’ll make these calls over the next few weeks.

Why participate? Your feedback is crucial in helping us understand how we’re doing and where we can improve. TLF Research follows a strict code of conduct, ensuring your responses are treated with the utmost respect. For example, the interviewers won’t lead you towards a particular point of view and you’ll be given a range of options that will allow you to express your opinion.

Your privacy matters –You can stay anonymous if you want, and your answers will only be linked to your name if you choose. As we all need to be aware of potential bogus callers and dodgy doorstep callers, TLF’s call will only be about the satisfaction survey. You won’t be asked to give any further information about yourself or your household.

Recognising the call - The call will come from a number starting with 01484. If you miss the call, please don’t worry. TLF will try again at another time. There’s no need to call them back, so there’s no cost to you. They’ll make calls during the day and early evening, but never later than 8:30pm.

Sharing the results - Once we’ve gathered and analysed the responses, we’ll communicate the main findings and any changes we’ve made or plan to make based on your feedback. For more information on our performance and last year’s survey results, please visit www.sbhg.co.uk/tenant-satisfaction-measures. Also, keep an eye out for our upcoming annual report, which will detail the results and our responses to the 2023 survey.

Your opinion always counts - If you’re not contacted for this survey, your views are still important to us. You can provide feedback anytime by filling in our General Enquiry Form.

Privacy notice -For more information on how we manage your personal data, please read our Privacy Notice at www.sbhg.co.uk/privacy-notice/.

Thank you for helping us improve our services.