Ensuring quality housing and services

At GCHA, we are dedicated to maintaining the highest standards in providing quality housing and services to our tenants. A crucial part of this commitment is understanding your needs and ensuring your satisfaction. This is where the Tenant Satisfaction Measures come into play.

What are Tenant Satisfaction Measures?

Tenant Satisfaction Measures (TSMs) are a set of standards required by the Regulator of Social Housing. These measures help us gauge how well we are performing in key areas that matter most to you, our tenants. They cover aspects such as the maintenance of your homes, the effectiveness of our services, and your overall satisfaction with GCHA.

Why Are They Important?

The TSMs are essential for several reasons:

  • Accountability: They hold us accountable to you and the Regulator of Social Housing, ensuring we meet required standards.
  • Improvement: By identifying areas where we excel and areas needing improvement, we can enhance our services.
  • Transparency: They provide transparency, helping you understand how we are performing and how your feedback shapes our services.

The 2023/24 Tenant Satisfaction Survey

Between September and November 2023, we conducted a comprehensive Tenant Satisfaction Survey. This survey was a crucial part of our efforts to collect TSMs and understand your experiences with GCHA. Here’s a snapshot of the survey:

  • Participation: 251 tenants participated out of a total of 542.
    • 97 by telephone
    • 87 online
    • 67 by post
  • Execution: The survey was conducted by Acuity Research and Practice, an independent market research company, ensuring unbiased and accurate results.
  • Focus: The survey centred on your satisfaction with home maintenance and key services provided by GCHA.
  • Incentive: Participants were entered into a prize draw, with three winning shopping vouchers (1 x £100, 2 x £50).

Survey Results and Impact

The survey results offer valuable insights into what drives tenant satisfaction and the issues that matter most to you. These findings are instrumental in shaping GCHA’s future strategic and operational plans. By listening to your feedback, we can make informed decisions that improve our services and enhance your living experience.

Thank You for Your Participation

We extend our heartfelt thanks to everyone who participated in the survey. Your input is invaluable in helping us provide better services and maintain high standards.

2023/24 Tenant Satisfaction Measures

See the full report

Download the findings