Tenant Satisfaction Measures

At GCHA, we are committed to providing quality homes and services that meet the needs of our residents. Listening to your feedback is an important part of this, helping us understand what we are doing well and where we need to improve.

One of the key ways we gather this feedback is through the Tenant Satisfaction Measures (TSMs).

Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing. They are designed to help housing providers understand how residents feel about the homes and services they receive.

• The measures cover a range of areas that matter most to residents, including:
• Overall satisfaction with services
• Repairs and maintenance
• Safety and quality of homes
• Communication and engagement
• Complaints handling
• Neighbourhood management and anti-social behaviour

The results help us monitor our performance, identify areas for improvement and ensure residents’ voices remain at the centre of service delivery.

The Tenant Satisfaction Measures are important because they help us to:

Accountability

Ensure we are meeting the standards expected by residents and the Regulator of Social Housing.

Improvement

Understand where services are performing well and where changes or improvements are needed.

Transparency

Provide clear information about our performance and demonstrate how resident feedback influences the services we deliver.

Resident Voice

Make sure residents’ experiences and opinions help shape future service improvements and priorities.

Between September and December 2025, GCHA carried out its latest Tenant Satisfaction Survey. The survey was conducted independently by Acuity Research and Practice through telephone, online and postal questionnaires.

Survey Participation

• A total of 233 tenants took part out of 606 households.
• The survey focused on residents’ experiences of:
• Repairs and maintenance
• Home safety and quality
• Communication and customer service
• Complaints handling
• Anti-social behaviour
• Affordability and wellbeing

We are pleased to see positive feedback across many areas of our services.

Overall Services

• 77% of residents are satisfied with the overall service provided by GCHA.

Repairs and Maintenance

• 82% are satisfied with the repairs service provided over the last 12 months
• 79% are satisfied with the time taken to complete their most recent repair
• 74% are satisfied with GCHA’s approach to repairs and maintenance overall

Communications and Engagement

• 81% feel they are treated fairly and with respect
• 73% are satisfied they are kept informed
• 66% feel GCHA listens to their views and acts upon them
• 82% say GCHA is easy to deal with

Neighbourhood Management

• 77% are satisfied with the upkeep of communal areas
• 69% feel GCHA makes a positive contribution to their neighbourhood
• 60% are satisfied with GCHA’s approach to handling anti-social behaviour

The survey also highlighted wider concerns affecting residents and households.

• 76% of tenants said they are concerned about the cost of living crisis
• 70% are satisfied with the energy efficiency of their home
• 20% reported currently experiencing damp or mould issues in their home

Understanding these wider concerns helps us continue developing services and support for residents.

Residents shared a range of feedback about their experiences with GCHA services. Many comments highlighted positive experiences with:

• Responsive repairs
• Helpful customer service
• Friendly and approachable staff

Residents also told us where improvements are needed, particularly around:

• Communication and updates
• Complaints handling
• Repairs completion times
• Damp and mould concerns

We recognise that there is still more work to do, and we remain committed to listening to residents and making meaningful improvements.

The findings from the survey will help shape our future service improvements and priorities. We will continue using resident feedback to:

• Improve repairs and maintenance services
• Strengthen communication with residents
• Review complaints handling processes
• Improve customer service and engagement
• Work with residents to shape future services

Carrying out this survey is just one part of how GCHA works with residents to improve services and ensure resident voices are heard.

We would like to thank everyone who took part in the survey and shared their views. Your feedback plays an important role in helping us improve our services and better understand the needs of our residents.

As part of the TSM survey letter that went out in Sept 2025, we advised that everyone who completed the survey would be entered into a prize draw.

There were three prizes up for grabs.

1 prize of £100 and 2 prizes of £50.

The lucky prizes went to residents at Margaret Barr Row, Thanet House and Cobham Terrace.

Well done to everyone that completed the survey and thanks again for the feedback.

If you would like more information about the survey, please contact GCHA on 01474 369830 or email general@gcha.org.uk.