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 1 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 (see below). The Regulator will use this information to look at how we are providing services to you, and importantly, what you think about these services.
We will be carrying out 2 surveys, one in May and another in October (the October survey results will be submitted to the Regulator). We need to submit survey results to the Regulator in April 2024.
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.
A note about questions 2 and 3. Both these questions are about your repairs. Question 2 is on the repair service and question 3 is on how long it took for us to come and carry out the repair. This may not be as visible on the electronic survey as it is on the paper one.
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; our tenant panel, 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.
How you will get the survey
Wherever possible, we will email or text you a link to the online survey.
If we do not have an email address or mobile phone number for you, we will post a paper copy of the survey to your home. If you would prefer a digital copy, please contact tenantengagement@broadlandgroup.org with your email address/mobile phone number 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 for this.