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.
The survey will be sent out via email, post, large print in the post or a telephone survey starting from 30 October. They survey closes on 24 November 2023.
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 10mins on a telephone survey.
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
Using your communication preference, you will receive 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.