Annual Tenant Satisfaction Measures

As well as the standard 12 TSM questions we asked, as stated in the previous tab, we also asked additional questions which varied depending on the type of homes people live in.

Additional questions, and residents asked

Additional questions

The following questions are only asked to our high-rise living residents.

To what extent do you agree or disagree with the following statements about Your Housing Group?

In terms of the building you live in, to what extent do you agree or disagree Your Housing Group keeps you safe in terms of the following:

Please tell us how strongly you agree or disagree with the following statements:

We carried out the majority of our Tenant Perception surveys between April 2024 and March 2025, led by our Customer Insight Team. Senior housing managers were always present to deal with any issue that may have arisen. A smaller number were acquired by face-to-face conversations, completing paper copies in retirement living schemes, using the electronic link, or responding by the QR code at our schemes. 

Low Cost Rental Accommodation (LCRA) –

We have 24,013 LCRA homes, and in order to make sure we obtain reliable results, we were required to carry out at least 1,022 LCRA surveys. This would allow us to ensure a maximum margin of error of 3% and a confidence level of 95%.

We surveyed more than was required, speaking to 1,565 LCRA residents, meaning our margin of error was only 2.40% whilst still achieving a confidence level of 95%. 

Low Cost Home Ownership (LCHO)

We have 2,298 LCHO homes and were required to carry out a minimum of 330 LCHO surveys in order to achieve a maximum margin of error of 5% and a confidence level of 95%.

We surveyed 440 LCHO residents, giving us a 4.2% margin of error, and a confidence level of 95%. 

In 2024 we asked PriceWaterhouseCooper (PWC) to carry out an audit of how we gathered our data to give us assurance that we were getting the process right, as well as providing an opportunity for us to take on any recommendations on how we could get better. We implemented these recommendations in the 2024/25 survey.

In short, we didn't. All our residents were randomly selected using technology. The only time we adjusted this was to ensure we balanced out the areas and types of residents for fairer representation, but again this was random to those 'types'. 

Please read the section on 'weighting' for further information. 

The regulations mean we have to 'weight' our scores in accordance with our resident 'type'. This is to make sure that all residents are represented, with no under or over representation. 

YHG has three main resident types:

• 1.     Those aged 55+ who live in retirement living and sheltered housing
• 2.      Those who live in our supported homes, such as young people facing homelessness in our foyers or families in need
• 3.       Those who fall into a 'general' group who live in a flat or house, with no additional services provided as part of their tenancy

Explanation

We can see from the results of our LCRA responses that, generally speaking, the 55+ and supported residents are more satisfied. This is often due to things such as buildings feeling more secure and contained and the presence of YHG colleagues on site, giving more access to services.

However, these two resident types were slightly over-represented in the survey, and we therefore had to weight our scoring so that general residents surveys still accounted for 82% of our reported scores.

This meant that for every general resident survey undertaken, we gave it a weighted score of 1.25 (see weighted score column).  This resulted in an overall weighted satisfaction score of 75.0% which is what has been reported to the Regulator of Social Housing.

LCHO has been calculated using the exact same method, although there are just two resident types in 55+ and general residents.

a.    We entered all residents who completed a survey into a prize draw, and we awarded a total of £200 in £50 vouchers to four residents.

b.  The LCHO data was collected through a combination of surveys done by YHG colleagues and an external contractor, M.E.L. Research.

M.E.L. Research adhere to GDPR rules as well as the codes of practice specified by the Regulator of Social Housing.

Therefore, surveys completed by M.E.L Research included an additional privacy question about whether their details could be passed to us to allow us to follow up if necessary. Those who declined were anonymised in the data we received.

Sample survey for those living in a high-rise building.  

Sample survey for those living in over 55+ high-rise building. 

Sample survey for those living in supported housing (foyer).