Tenant Satisfaction Measures
Tenant Satisfaction Measures are a way of measuring the performance of social landlords. They monitor how well we’re doing at providing quality homes and services, and help us to understand how we can make improvements.
We’ve worked with Viewpoint to collect and analyse our tenants’ feedback about how we’re doing. This is included in our Tenant Satisfaction Measures alongside other performance data.
We contacted 50% of our relevant tenants (anyone that lives in a home we manage, including social housing, extra-care homes and supported housing) to ask if they’d like to complete a Tenant Satisfaction Measures survey. We have not excluded any relevant tenants from taking part in the survey. We have met the required sample size for Tenant Satisfaction Measures results, and do not have any methodological issues to report.
We want to give everyone the opportunity to respond, so Viewpoint will continue to contact our tenants approximately every two years to complete a Tenant Satisfaction Measures survey. Thank you to everyone that has shared their thoughts and experiences.
From April 2024 to March 2025, 620 surveys were completed. This included telephone, paper form and online surveys. We asked the 12 regulatory Tenant Satisfaction Measures questions, and one open-ended comment question at the end of the survey. You can view the questions we asked here.
Every quarter, we offered our respondents the opportunity to be entered into a prize draw to win a £250 gift voucher.
The sample is broadly representative of our tenant population, regarding tenure, property type and size, and ethnicity. The results have been weighted to ensure they are representative of our tenants’ age groups (under 35, 35-59, and 60+).
Our results for 2024-25
Here’s our results for each Tenant Satisfaction Measures theme. This includes Tenant Perception Measures, Anti-social behaviour, Complaints, Building safety and Decent Homes Standards. We’ll use the feedback and data to understand what’s going well, and where we need to make improvements.
0%
of our customers are satisfied with our overall service.
Anti-social behaviour
| NM01 (1) | Number of anti-social behaviour cases, opened per 1,000 homes. | 90.1 |
| NM01 (2) | Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 4.3 |
Building safety
| Proportion of homes for which all required gas safety checks have been carried out. | 100% |
| Proportion of homes for which all required fire risk assessments have been carried out. | 99.8% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out. | 100% |
| Proportion of homes for which all required legionella risk assessments have been carried out. | 100% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out. | 100% |
Decent Homes Standards and Repairs
| RP01 | Proportion of homes that do not meet the Decent Homes Standard. | 0 |
| RP02 (1) | Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. | 89.9 |
| RP02 (2) | Proportion of emergency responsive repairs completed within the landlord’s target timescale. | 99.6 |
Complaints
| CH01 (1) | Number of stage one complaints received per 1,000 homes. | 63.5 |
| CH01 (2) | Number of stage two complaints received per 1,000 homes. | 4.9 |
| CH02 (1) | Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 80.3 |
| CH02 (2) | Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 100 |
We’ve shared more information about changes we’re making as a result of learning from complaints. You can also find out more about our performance.
Tenant Perception Measures
| Satisfied | Neutral | Dissatisfied | ||
| TP01 | Taking everything into account, how satisfied or dissatisfied are you with the service provided by SYHA? | 77.1% | 8.5% | 14.5% |
| TP02 | How satisfied or dissatisfied are you with the overall repairs service from SYHA over the last 12 months? | 78.7% | 6.6% | 14.7% |
| TP03 | How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | 77.7% | 6.6% | 15.7% |
| TP04 | How satisfied or dissatisfied are you that SYHA provides a home that is well maintained? | 77.2% | 6.8% | 16.0% |
| TP05 | Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that SYHA provides a home that is safe? | 80.8% | 7.9% | 11.3% |
| TP06 | How satisfied or dissatisfied are you that SYHA listens to your views and acts upon them? | 70.0% | 11.2% | 18.8% |
| TP07 | How satisfied or dissatisfied are you that SYHA keeps you informed about things that matter to you? | 70.8% | 12.5% | 16.7% |
| TP08 | To what extent do you agree or disagree with the following “SYHA treats me fairly and with respect”? | 82.2% | 11.6% | 6.2% |
| TP09 | How satisfied or dissatisfied are you with SYHA’s approach to complaints handling? | 39.3% | 12.6% | 48.1% |
| TP10 | How satisfied or dissatisfied are you that SYHA keeps these communal areas clean and well maintained? |
73.8% | 7.9% | 18.3% |
| TP11 | How satisfied or dissatisfied are you that SYHA makes a positive contribution to your neighbourhood? | 67.4% | 19.6% | 13.0% |
| TP12 | How satisfied or dissatisfied are you with SYHA’s approach to handling anti-social behaviour? | 64.1% | 21.0% | 14.9% |
0%
of our customers are satisfied that SYHA treats them fairly and with respect.
