Tenant Satisfaction Measures
Following the tragedy of Grenfell, the Regulator of Social Housing has set out new standards that all social housing providers must follow, which came into effect on 1st April 2023.
Part of the new standards are the Tenant Satisfaction Measures. The Regulator requires us to survey all our tenants asking a standard set of questions. The Regulator will use this information to look at how we are providing services to you, and importantly, what you think about these services.
Tenant Perception Survey
Part of the Tenant Satisfaction Measures is the Tenant Perception Survey.
The survey is not compulsory. However, we really appreciate you taking the time to complete it and sharing your feedback. The survey takes approximately 4 minutes to complete online and approximately 8 minutes on a telephone survey.
Below is a sample of the paper version of the survey.
FAQs
What we must submit to the Regulator
We will not submit any tenant’s individual answers to the Regulator.
The Regulator requires us to pull all the information together and give an overview of how many people answered within a range of categories (for example, age, ethnicity, geographical location, type of housing), to make sure that everyone is represented fairly.
How we will keep your data safe
To keep your personal information safe and to meet the requirements of the Regulator, we have issued each household with a unique number. This number is only known by a few individuals within Broadland. We will not use it for any other purpose except this survey.
How we will use the survey results
The overview of results will be shared with the Regulator, as required.
We will also share the overview of results with our Board, Broadland staff, the Tenant Assurance Panel, on our website and in our tenant magazine, Door to Door.
The overview will also be shared as a benchmarking exercise with Independent East and other housing organisations. We will use the data to identify areas where we can improve our services.
You may share specific comments in the free text boxes, for example, something you have reported that we have not dealt with. In this situation we may contact you to follow up on the matter and will need to share the information in the free text boxes in the survey with the appropriate member of staff. Your survey scores will remain confidential.
How you will get the survey
Using your communication preference, you will receive either a telephone call survey, an email with a link to a Survey Monkey survey, or a paper version in the post (in large print where these have been requested).
If you would prefer a digital copy, please contact tenantengagement@broadlandgroup.org with your email address so we can update your records for future surveys.
If you have any issues with completing the survey, or need a translated copy, please get it touch and we can arrange this.
2025 Survey Results
We conducted our Tenant Perception Survey in October 2025. The percentage represents the overall satisfaction of the 1037 residents that completed the survey.
Performance Measures
Measured by landlords directly
The following measures are set out by the Regulator which we are required to report on. The data here reflects our performance as of March 31st 2026.
Summary of Approach
Here is the Summary of Approach for rental homes.
The Summary of Approach for shared ownership homes.
These are our timeframes for repairs, for more information please go to our How we prioritise our repairs page.
Emergency – within 4 hours or 24 hours
Urgent – 5 working days
Category A – 30 days
Category B – 60 days
Category C – 90 days
Category D – 120 days
When we determine the category of a repair, we will make reasonable adjustments. For example, if you or a member of your household has a disability, we will take this into account to ensure we meet your needs.
Contact us
If you have any questions about the TSM’s or need further information, please contact us on 0303 303 0003 or enq@broadlandgroup.org.