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Connect reveals tenant satisfaction survey results

77% of Connect residents in rental accommodation say they are satisfied with us as a landlord.

This is according to the results from the Tenant Satisfaction Measures (TSM) surveys, completed by residents from April 2023-February 2024.

In 2023, the Regulator of Social Housing introduced Tenant Satisfaction Measures to find out how social landlords are performing against a common set of standards. All social landlords have to collect data on their performance annually, which is done by surveying all their tenants.

From 2023-2024 we sent a survey to over 3000 homes, and over 1500 residents completed it. The questions – almost all of which were set by the Regulator – allowed them to highlight how they feel about our services, including repairs and the way we deal with anti-social behaviour.

The survey found that 77% of residents are satisfied with Connect as a whole. 86% highlighted that they ‘feel they are treated fairly and respectfully’, while 73% agreed that ‘they are kept informed about the things that matter to them’.

Our repairs service scored consistently across respondents: 79% said they’re ‘satisfied or very satisfied with our overall repairs service’. 77% are ‘satisfied or very satisfied with the time it took us to complete their most recent repair’.

The survey results also highlighted key areas we need to work on. Only 34% of residents said they were ‘satisfied with our approach to complaints handling’. As a result we’re following up with 166 respondents directly to learn as much as we can to help improve our service moving forwards.

The full detailed report, including exactly what was sent to the Regulator, is available in the publications section of our website.

A huge thank you to all residents who completed the survey. The results will help us to improve our services across the board, with a focus on the areas that need the most attention.

For more key stats, take a look at our infographics summarising the results.

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Connect Housing Association Limited is a charitable association registered in England and Wales under the Co-operative and Community Benefit Societies Act 2014 (Company No. IP17445R) and with the Regulator of Social Housing (No. L2285).

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