Tenant and Leaseholder Engagement
To deliver high-quality and effective housing services that work for tenants and leaseholders, it is important that we involve you in the development, delivery and evaluation of our services.
The Social Housing (Regulation) Act 2023 became law in July 2023. The new law introduced changes to improve the oversight, accountability, and standards of social housing providers. It aims to ensure that residents live in safe, high-quality homes and have stronger rights and protections.
The Regulator of Social Housing released the Transparency, Influence and Accountability Standard in April 2024. This is part of the new Consumer Standards. The standard addresses how landlords must deliver outcomes about being open with residents and treating them with fairness and respect. This helps residents access services, raise complaints, influence decision making and hold their landlord to account.
Get Involved
We want you to be part of how we shape our housing services and offer a variety of ways for you to be involved. You can find out more about these opportunities below:
- Join our Tenants' Engagement Group
- Contact Point
- Four Million Homes (opens new window) is a program paid for by the government. It helps social housing residents understand their rights and take part in managing their homes.
- Join our tenant and leaseholder sounding board
Tenant Satisfaction Measures: Understanding Our Commitment to You
The Tenant Satisfaction Measures (TSM) are our way of listening and improving the services we provide to you.
What Are Tenant Satisfaction Measures?
The Tenant Satisfaction Measures are a set of measures created by the Regulator of Social Housing to provide a transparent source of information for tenants.
There are 22 Tenant Satisfaction Measures, of which:
- twelve are tenant perception measures, which are gathered through a survey of a sample of tenants
- ten are operational measures, gathered by landlords directly based on their performance in key areas.
Every year, we conduct a comprehensive survey to understand how we're performing and where we can make improvements. These measures help us ensure we're meeting your needs and maintaining high-quality housing services.
Performance
The tables included show how Guildford Borough Council (GBC) performed against the TSM measures. The survey was undertaken by Acuity, from the 21st June 2024 to the 19th July 2024.
| KPIs | 24/25 Performance |
|---|---|
| Overall satisfaction | 61% |
| Satisfaction with repairs | 63% |
| Satisfaction with the time taken to complete the most recent repair | 63% |
| Satisfaction that the home is well maintained | 61% |
| Satisfaction that the home is safe | 68% |
| Satisfaction that we listen and act | 41% |
| Satisfaction that we keep the tenants informed | 56% |
| Agreement we treat tenants fairly and with respect | 64% |
| Satisfaction with complaints handling | 22% |
| Satisfaction that communal areas are kept clean and well maintained | 48% |
| Satisfaction that we make a positive contribution to the neighbourhood | 45% |
| Satisfaction with ASB handling | 43% |
What We Assess
Our survey covers six key areas:
- Property Maintenance
- The condition of your home
- How quickly and effectively we carry out repairs
- Keeping your property in good condition
- Building Safety
- Ensuring your home meets safety standards
- Maintaining secure and well-maintained buildings
- Addressing any safety concerns promptly
- Customer Service
- Quality of our interactions with you
- Helpfulness and respect in our communications
- Accessibility of our services
- Neighbourhood Management
- Maintaining the areas around your home
- Supporting community well-being
- Addressing local environmental issues
- Complaint Handling
- Our approach to resolving issues
- Transparency in addressing your concerns
- Learning from feedback to improve our services
- Overall Satisfaction
- Your general experience with our housing services
- Identifying areas where we can do better
Why Your Feedback Matters
These surveys are more than just a formality. They are a crucial tool that helps us:
- Understand your experiences
- Identify strengths in our services
- Highlight areas for improvement
- Ensure we're providing the best possible housing service
What Happens Next?
After collecting your feedback, we commit to:
- Carefully reviewing all survey responses
- Publishing a summary of the results
- Developing an action plan based on your input
- Sharing how we're addressing key themes and suggestions
Your Voice Makes a Difference
We will actively use the insights from these surveys to make real, meaningful improvements to our services.
How to Get Involved
- Complete the annual survey when you receive it
- Contact our customer service team if you have any questions
- Join our Tenants' Engagement Group
- Follow our website and social media for updates on how we're improving
Our Commitment to Good Housing
We believe everyone deserves a safe, comfortable, and well-maintained home. Our commitment goes beyond mere maintenance - we strive to:
- Provide homes that you can be proud of
- Ensure your safety and well-being
- Create communities where people want to live
- Treat every tenant with respect and dignity
- Continuously improve our services
- Respond quickly and effectively to your needs
A Home is More Than Just a Building
We are dedicated to supporting you not just as tenants, but as valued members of our community.
We Are Listening
Your honest feedback is invaluable. It helps us continually enhance our services and support the communities we serve.