All about our tenant satisfaction perception surveys

We want your experiences with our services to be positive from start to finish. And we want to know if we’re meeting this ambition by finding out how satisfied you are. The Regulator of Social Housing (RSH) has set out a new set of tenant satisfaction measures (TSMs) designed to see how well landlords like us are doing at:

  • Keeping properties in good repair
  • Maintaining building safety
  • Respectful and helpful engagement
  • Effective handling of complaints
  • Responsible neighbourhood management

So that’s why we now report on how we’re performing against each of these areas. We’ve appointed independent social and market research agency, IFF Research to carry out our 2023 tenant perception measures survey on our behalf. We’re working with them so they can do what they’re best at, and we can keep focused on delivering our services.

Read our latest customer feedback

Why are you carrying out this survey? 

At Abri, we listen to our customers and colleagues, valuing all feedback we get and using it to deliver exceptional customer service. In 2020, the government published the social housing white paper, which sets out ways to improve things for people living in social housing. As a result of this paper, the Regulator of Social Housing (RSH) is introducing a new framework for all social housing landlords to report on some Tenant Satisfaction Measures (TSMs). The Regulator will use the feedback from customers to understand how well we’re doing at providing good quality homes and services.

We carried out a trial run in February, and we’ve asked independent social and market research agency IFF Research to help us do this. The questions we’ll ask will be the same ones that all other social housing providers will ask their customers, too. This trial helped us make sure our systems and communication were both ready for the full perception survey, which will be carried out from now until December 2023.

Who will contact me?

You may be contacted by IFF Research to answer a series of questions about the services we deliver to you. The team of expert researchers will call from one number with a local area code - 02380013020.

When and how will IFF contact me?

You may be called between 9am to 7pm Monday to Friday, 10am to 6pm on Saturday and 11am to 6pm on Sunday.

What will IFF ask me?

IFF Research will ask for your opinions on the services that we provide and may check that your contact details are up to date. They will never ask for any personal passwords or financial information such as your bank account details.

How long will the survey take?

We expect it’ll take around 10 minutes.

Is my feedback confidential? 

IFF Research will ask you if you want your responses to remain completely anonymous. You can give your permission for Abri to follow up on any of the things you shared in your survey responses if you want to. If there are any questions which you would prefer not to answer, please let them know and they will leave that answer blank. IFF will never include anything in its findings that could identify you as an individual unless you want them too.

What information does Abri share with IFF about me?

The only information we share with IFF Research are details that are relevant to make sure feedback is representative of our different customer groups. The information will include your name, address, telephone number and email address.

Your privacy is as important to us as it is to you. IFF Research go to great lengths to preserve your privacy and protect the personal data used in conducting all research. All information collected in this survey will be treated in accordance Abri’s Privacy Statement [add link]

Why haven’t I been contacted? 

You will only be eligible to complete the survey if you live in low-cost rental accommodation - including social rented homes, supported housing, intermediate rent and temporary social housing – or low-cost home ownership like shared ownership properties which are not fully staircased.

We only contact a sample of our customers (enough to make sure the data is reliable), so you may not be contacted to complete the survey.

What if I don’t want to take part? 

That's fine. The person calling will always check that you are happy to take part. If you would prefer not to, just let the person know, and we will make sure we remove you from our contact list.