Tenant Satisfaction Measures – Shared Owners
Tenant Satisfaction Measures – Shared Owners
Last updated: 11/07/2024
From April 2023 – a new housing regulation requires all social landlords like settle to collect data for the Tenant Satisfaction Measures.
The aim of the Tenant Satisfaction Measures is to provide clear, visible and comparable information around landlord performance.
Earlier this year, our research partner, Acuity Research and Practice, who carry out surveys with residents on our behalf, surveyed settle’s shared owners for the 2023/24 year. A total of 134 responses were received for this survey, just over 20% of shared owner residents.
We are not required to report tenant satisfaction data for shared ownership properties, as we have less than 1,000 of these homes at settle. We are fully committed to the intentions behind the surveys – to ensure we are listening to residents and learning from what we are hearing to drive improvements. We have therefore carried out these surveys with residents and included the results below.
Our current scores
Overall satisfaction
| Satisfied | Neutral | Dissatisfied |
| 62% | 20% | 18% |
Taking everything into account, how satisfied or dissatisfied are you with the service provided by settle?
| Satisfied | Neutral | Dissatisfied |
| 62% | 20% | 18% |
How satisfied or dissatisfied are you with the overall quality of your home?
| Satisfied | Neutral | Dissatisfied |
| 74% | 15% | 11% |
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that settle provides a home that is safe?
| Satisfied | Neutral | Dissatisfied |
| 79% | 11% | 10% |
How satisfied or dissatisfied are you that settle listens to your views and acts upon them?
| Satisfied | Neutral | Dissatisfied |
| 41% | 23% | 35% |
How satisfied or dissatisfied are you that settle keeps you informed about things that matter to you?
| Satisfied | Neutral | Dissatisfied |
| 69% | 22% | 9% |
To what extent do you agree or disagree with the following “my landlord treats me fairly and with respect”?
| Satisfied | Neutral | Dissatisfied |
| 75% | 17% | 8% |
How satisfied or dissatisfied are you with settle’s approach to complaints handling?
| Satisfied | Neutral | Dissatisfied |
| 33% | 11% | 56% |
How satisfied or dissatisfied are you that settle keeps these communal areas clean and well maintained?
| Satisfied | Neutral | Dissatisfied |
| 47% | 11% | 42% |
How satisfied or dissatisfied are you that settle makes a positive contribution to your neighbourhood?
| Satisfied | Neutral | Dissatisfied |
| 42% | 34% | 24% |
How satisfied or dissatisfied are you with settle’s approach to handling anti-social behaviour?
| Satisfied | Neutral | Dissatisfied |
| 37% | 44% | 19% |
To what extent do you agree or disagree with the following ‘I trust my landlord’
| Satisfied | Neutral | Dissatisfied |
| 57% | 25% | 18% |
To what extent do you agree with the statement “settle makes it easy to deal with.”
| Satisfied | Neutral | Dissatisfied |
| 65% | 19% | 16% |
To what extent do you agree with the statement “settle makes it easy to manage my issue”
| Satisfied | Neutral | Dissatisfied |
| 50% | 22% | 28% |
Summary
Taking everything into account, when it comes to overall satisfaction, 62% of shared owner residents said that they were satisfied with services overall, 20% were neither satisfied nor dissatisfied and 18% of respondents said they were dissatisfied.
We can see that the areas of highest dissatisfaction for shared owners are very similar to tenant satisfaction measures we see for other residents at settle:
- Satisfaction with communal areas being clean and well maintained.
- How we handle complaints.
- How we listen and act.
- Our approach to handling anti-social behaviour.
We have plans in place to improve our work in each of of these areas. We provide more information on how we are doing this in our news story Tenant Satisfaction Measures – What Shared Owner residents told us.