Annual Tenant Satisfaction Measures

This survey covers the period from 1 April 2025 to 31 March 2026. Surveys were carried out between 13 May 2025 and 30 March 2026.

Low Cost Home Ownership (LCHO) 

This survey covers the period from 1 April 2025 to 31 March 2026. Surveys were carried out between 19 May 2025 and 30 March 2026. 

Most of our surveys are carried out by Your Housing Group colleagues through outbound phone calls during our monthly Action Days. These are led by our Customer Insight team and supported by senior housing managers, who are available to respond to any issues or concerns raised by residents during the calls.

All colleagues involved receive the training, guidance and tools they need to carry out surveys confidently and consistently. We use randomly selected customer lists to make sure we get a fair and accurate picture. Throughout the year, we also monitor responses to ensure we hear from a wide range of residents across different groups and locations.

We focus particularly on making sure responses reflect a mix of:

• Property (stock) type
• Age
• Ethnicity
• Location

These areas give us the most useful insight into residents’ experiences and help us focus on what matters most.

To make our surveys as inclusive as possible, we involve colleagues who speak a range of languages, including Portuguese, Cantonese, Mandarin, Polish and Russian. This helps us hear from residents whose first language isn’t English.

While most surveys are completed by phone, we also offer face-to-face and email options where needed, either by request or as a reasonable adjustment.

• In FY (Financial Year) 2026, we completed 1,331 LCRA surveys by phone and 64 LCRA face to face.
• In FY (Financial Year) 2026, we completed 340 LCHO surveys by phone.

With residents’ consent, we record some calls and carry out regular quality checks to make sure surveys are being delivered to a high standard.

We also work with an independent research company, MEL Research, to help us reach residents outside of normal office hours.

As an additional level of assurance, we worked with independent specialists Silver Research Services. They reviewed our approach against regulatory requirements and the Market Research Society Code of Conduct, and confirmed that our survey meets the Regulator of Social Housing’s Tenant Survey Requirements.

We don’t exclude any customer groups from our survey. The only exception is empty properties, as there is no resident to take part.

We use a random, computer-generated sampling approach based on our Statistical Data Return (SDR) and tenant population. Once a resident has completed a survey, they are removed from the sample pool for the rest of the reporting year to avoid duplication.

We also regularly check that our survey responses reflect our wider customer profile. This helps make sure the feedback we collect is representative of our residents across different groups and communities.

We have not applied any weighting to the scores within the LCRA and LCHO Tenant Perception Survey at Your Housing Group.

We used two external partners to support the Tenant Perception Survey.

While most surveys were carried out over the telephone by our colleagues, we worked with MEL Research to collect a small number of additional responses. As explained above, this helped us reach residents outside of our working office hours.

We also commissioned Silver Research Services to carry out a full compliance check against the Regulator of Social Housing’s Tenant Perception Survey Requirements and Technical Guidance. They also reviewed our approach against the Market Research Society’s Code of Conduct.

We are pleased to confirm that this independent review found us to be fully compliant with these requirements, in their opinion.

To thank residents for taking part, everyone who completed the survey was entered into a free prize draw, with three residents (LCRA) and one resident (LCHO) each winning a £50 Love2Shop voucher

There were no other issues that affected the survey results, and we are pleased to confirm that we have met all TSM requirements.