Tenant Satisfaction Measures 2025 – SSJ and SURA Internal – Service User & Tenant Involvement Forum

Tenant Satisfaction Measures 2025 - SSJ and SURA Internal

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

Flat or Room Number *

Following is a series of Tenant Perception (TPs) measures TP01 to TP12, as specified by the Regulator of Social Housing (RSH).

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

	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 your landlord 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 your landlord 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 your landlord 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

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 your landlord 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 your landlord listens to tenants: ‘How satisfied or dissatisfied are you that your landlord 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 your landlord keeps tenants informed about things that matter to them: ‘How satisfied or dissatisfied are you that your landlord 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 “My landlord 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 your landlord in the last 12 months? *

If Yes, please complete TP09 below

TP09 - Satisfaction with your landlords approach to handling complaints: If yes, ‘How satisfied or dissatisfied are you with your landlords 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 your landlord is responsible for maintaining? *

Yes
No
Don't know

If Yes, please complete TP10 below

TP10 - Satisfaction that your landlord keeps communal areas clean and well maintained: If yes, ‘How satisfied or dissatisfied are you that your landlord 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 your landlord makes a positive contribution to neighbourhoods: ‘How satisfied or dissatisfied are you that your landlord 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 your landlords approach to handling anti-social behaviour:‘ How satisfied or dissatisfied are you with your landlords 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? *

Following is a series of Tenant Perception (TPs) measures TP01 to TP12, as specified by the Regulator of Social Housing (RSH).

General Data Protection Regulations (GDPR)