Tenant Satisfaction Measures
Our annual customer surveys include questions set by the Regulator of Social Housing under its Tenant Satisfaction Measures (TSMs), and we take the opportunity to ask non-regulatory questions about our services. Head to our performance page for full details on each TSM and our local performance measures.
Our approach for 2024/25
We followed the same approach as 2023/24, but we made one change in survey methodology to bring Coastline more in line with other landlords, swapping from 80% online and 20% phone surveys to 80% phone and 20% online responses.
Acuity selected participants at random, whilst also ensuring they received feedback from customers across our different tenures, age groups and geographical areas. All of our different tenure types were covered by these regulatory requirements.
We also checked how representative our respondents were of our customer profile – looking into age group, ethnicity, disability, gender, sexuality and religion – to ensure we heard views from all backgrounds. Therefore, no weighting of the results was needed, and the results are reliable to a margin of error of +/- 2.5%.
If customers told us they were happy to be contacted about their response, and where any issues or concerns were raised, our Teams got in touch to discuss how we could put things right.
Any comments that were deemed a cause for concern were confidentially passed on during the survey duration for a relevant colleague to act on.
Leaseholders and Shared Owners were surveyed separately. We are not required to report their responses to the regulator because we have fewer than 1,000 homes of this type, but we took the opportunity to include them.
We made one change in survey methodology to bring Coastline more in line with other landlords, swapping from 80% online and 20% phone surveys to 80% phone and 20% online responses.
How did we do?
We received our TSM survey results for 2024/25 for rental and shared ownership customers in July 2024, and saw an increase in overall satisfaction from 81% to 83% for rental customers and from 52% to 62% for shared owners.
We are pleased to see that customers are beginning to see the effect of the improvement actions we put in place following last year's survey.
The responses show that the greatest improvements are with our approach to responsible neighbourhood management, building safety, and that we listen and act on customer feedback.
However, the responses showed that we still need to improve our approach to handling complaints, anti-social behaviour and waiting times for repairs.
We are working with customers and colleagues to develop our next improvement actions, and updates will be published in late autumn on our performance page.
