Tenant Satisfaction Measures
Between 2012 and 2022 we carried out a STAR satisfaction survey every two years to build up a picture of how satisfied our tenants and leaseholders are with various aspects of the service we provide. These surveys were voluntary, and we used the results to improve services and target resources at service areas that residents tell us are a priority.
The Regulator of Social Housing has now introduced Tenant Satisfaction Measures (TSMs). These are a new, compulsory requirement to gather and submit data around satisfaction and performance. Unlike our previous surveys, the regulator's TSMs apply only to tenants. However, to ensure that leaseholders can still influence services, we will also continue to carry out leaseholder surveys and submit the results to Housemark's STAR database, exactly as before.
We have appointed a contractor, MEL Research, to carry out these surveys on our behalf. Our aim is always to make sure that the survey represents our tenant population in terms of age, gender, property type and location.
What happens next?
MEL Research will telephone a representative sample of tenants and leaseholders every three months. These calls will be made from an 0121 Birmingham number. If you receive a call, we ask you to spend a few minutes to answer the questions and give your opinion of our services. There are 12 standard questions, plus an opportunity to tell us anything else about our services that you wish to share with us.
We must submit the results onto the Housing Regulator's system in summer 2024, and - along with all other social landlords in England and Wales - they will be published publicly in August 2024.
MEL Research will publish quarterly reports that we will use to monitor and improve services, with the aim of achieving continuous improvement.
If you would like to find out more about why we ask for personal information, please see our Equality and diversity information sheet (PDF 568KB).