Tenant Satisfaction Measures
We want your experiences with our services to be positive from start to finish. And we want to know if we’re meeting this ambition by finding out how satisfied you are. In 2023, the Regulator of Social Housing (RSH) set out a new set of Tenant Satisfaction Measures (TSMs) to help landlords understand their performance according to tenant satisfaction. The RSH monitor and evaluate TSMs designed to see how well landlords like us are doing at:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management
We now report each year on how we’re performing against each of these areas.
Tenant Satisfaction Measures Survey 2024-25
Why are you carrying out this survey?
At Octavia, we listen to our customers and colleagues, valuing all feedback we get and using it. In 2020, the government published the social housing white paper, which sets out ways to improve things for people living in social housing. As a result of this paper, the RSH introduced a new framework for all social housing landlords to report on some TSMs. The Regulator will use the feedback from customers to understand how well we’re doing at providing good quality homes and services.
Who will contact me?
Our 2024/2025 Tenant Satisfaction Measures survey will be conducted by The Leadership Factor (TLF). TLF are a customer research agency specialising in customer experience, are members of the Market Research Society and are fully compliant with Data Protection Laws. We’re working with them so they can do what they’re best at, and we can keep focused on delivering our services. They will carry out the survey in February 2025 to a randomly selected sample of Octavia tenants, who may be invited to participate by telephone interview to answer a series of questions about the services we deliver to you. The team of expert researchers will call from one number with a local area code.
When and how will TLF contact me?
You may be called between 9am to 7pm Monday to Friday, 10am to 6pm on Saturday and 11am to 6pm on Sunday.
What will TLF ask me?
TLF will ask for your opinions on the services that we provide and may check that your contact details are up to date. They will never ask for any personal passwords or financial information such as your bank account details. You can download a copy of the questionnaire here to see what you'll be asked when TLF get in touch to carry out the survey.
How long will the survey take?
We expect it’ll take around 10 minutes.
Is my feedback confidential?
TLF will ask you if you want your responses to remain completely anonymous. You can give your permission for Octavia to follow up on any of the things you shared in your survey responses if you want to. If there are any questions which you would prefer not to answer, please let them know and they will leave that answer blank. TLF will never include anything in its findings that could identify you as an individual unless you want them too.
Customer Queries
If you have any further questions or cause for concern about safeguarding, please email info@octavia.org.uk.