The Regulator of Social Housing – Tenant Satisfaction Survey 2024

The Regulator of Social Housing - Tenant Satisfaction Survey 2024

The Tenant Satisfaction Measures (TSM) Standard requires all registered providers to generate and report TSMs as specified by the regulator. The findings from the survey will be used to calculate annual TSMs to be published by SSJ.

Step 1 of 3

SSJ must ensure that participants give their permission to take part in a data collection exercise, before proceeding with the activity. Do you give your permission? *

Welcome to the Tenant Satisfaction Measure Survey 2024: RSH. Thank you for taking time to participate. We will only enter you flat or room number and your postcode., then continue with the main body of this questionnaire.

Address Details

Your personal details will be stored in accordance with the Data Protection Act 2018

Flat or Room Number *

Post Code *

Following is a series of Tenant Perception (TPs) questions (or TSMs) TP01 to TP12, as laid out by the Regulator of Social Housing (RSH). In addition there are a further four questions M01 - M04 laid out by SSJ Maintenance.

Please take time to carefully think about your response to each, TP i.e. Very Satisfied to Very Dissatisfied. I will then enter your response. Choice of answers is largely consistent throughout. But I will inform you of additional answer Not Applicable/Don't Know, when it arises.

TP01 - Overall satisfaction: ‘Taking everything into account, how satisfied or dissatisfied are you with the service provided by SSJ?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

TP02/3 - Has SSJ carried out a repair to your home in the last 12 months?’ *

If Yes, please complete TP02 & TP03

TP02 - Satisfaction with repairs: If yes, ‘How satisfied or dissatisfied are you with the overall repairs service from SSJ over the last 12 months'?

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

TP03 - Satisfaction with the time taken to complete the most recent repair: If yes, ‘How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it'?

	Very satisfied	Fairly satisfied	Neither satisfied nor dissatisfied	Fairly dissatisfied	Very dissatisfied
	Very satisfiedVery satisfied	Fairly satisfiedFairly satisfied	Neither satisfied nor dissatisfiedNeither satisfied nor dissatisfied	Fairly dissatisfiedFairly dissatisfied	Very dissatisfiedVery dissatisfied

TP04 - Satisfaction that the home is well maintained: ‘How satisfied or dissatisfied are you that SSJ provides a home that is well maintained?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

M01 - Reporting repairs: 'How satisfied or dissatisfied were you with the ease of reporting the repair'?

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

M02- Communication: 'How satisfied or dissatisfied are you that SSJ maintenance communicates well with you when works need to be undertaken'?

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

M03 - Keeping the work space tidy: How satisfied or dissatisfied are you that SSJ contractors leave the work area tidy?

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

M04 - Contractors: How satisfied or dissatisfied are you that SSJ contractors treat you fairly and with respect?

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

TP05 - Satisfaction that the home is safe: ‘Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that SSJ provides a home that is safe?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied	Not Applicable / Don’t Know
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied	Not Applicable / Don’t KnowNot Applicable / Don’t Know

TP06 - Satisfaction that SSJ listens to tenant: ‘How satisfied or dissatisfied are you that SSJ listens to your views and acts upon them?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied	Not Applicable / Don’t Know
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied	Not Applicable / Don’t KnowNot Applicable / Don’t Know

TP07 - Satisfaction that SSJ keeps tenants informed about things that matter to them: ‘How satisfied or dissatisfied are you that SSJ keeps you informed about things that matter to you?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied	Not Applicable / Don’t Know
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied	Not Applicable / Don’t KnowNot Applicable / Don’t Know

TP08 -To what extent do you agree or disagree with the following “SSJ treats me fairly and with respect”?’

	Strongly Agree	Agree	Neither Disagree Nor Agree	Disagree	Strongly Disagree	Not Applicable / Don’t Know
	Strongly AgreeStrongly Agree	AgreeAgree	Neither Disagree Nor AgreeNeither Disagree Nor Agree	DisagreeDisagree	Strongly DisagreeStrongly Disagree	Not Applicable / Don’t KnowNot Applicable / Don’t Know

TP09 - Have you made a complaint to SSJ in the last 12 months? *

If Yes, please complete TP09 below

TP09 - Satisfaction with SSJ's approach to handling complaints: If yes, ‘How satisfied or dissatisfied are you with SSJ’s approach to complaints handling?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

TP10 - Do you live in a building with communal areas, either inside or outside, that SSJ is responsible for maintaining? *

Yes
No
Don't know

If Yes, please complete TP10 below

TP10 - Satisfaction that SSJ keeps communal areas clean and well maintained: If yes, ‘How satisfied or dissatisfied are you that SSJ keeps these communal areas clean and well maintained?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied

TP11 - Satisfaction that SSJ makes a positive contribution to neighbourhoods: ‘How satisfied or dissatisfied are you that SSJ makes a positive contribution to your neighbourhood?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied	Not Applicable / Don’t Know
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied	Not Applicable / Don’t KnowNot Applicable / Don’t Know

TP12 - Satisfaction with SSJ's approach to handling anti-social behaviour:‘ How satisfied or dissatisfied are you with SSJ’s approach to handling anti-social behaviour?’

	Very Satisfied	Fairly Satisfied	Neither Satisfied Nor Dissatisfied	Fairly Dissatisfied	Very Dissatisfied	Not Applicable / Don’t Know
	Very SatisfiedVery Satisfied	Fairly SatisfiedFairly Satisfied	Neither Satisfied Nor DissatisfiedNeither Satisfied Nor Dissatisfied	Fairly DissatisfiedFairly Dissatisfied	Very DissatisfiedVery Dissatisfied	Not Applicable / Don’t KnowNot Applicable / Don’t Know

Is there any additional information you would like to add?

For complaints and compliments please visit https://forum.ssj.org.uk/complaints

Address Details

Following is a series of Tenant Perception (TPs) questions (or TSMs) TP01 to TP12, as laid out by the Regulator of Social Housing (RSH). In addition there are a further four questions M01 - M04 laid out by SSJ Maintenance.

General Data Protection Regulations (GDPR)