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Tenant Satisfaction Measures
We measure our performance against the Tenant Satisfaction Measures (TSMs).
Customer satisfaction survey
We undertake a Customer Satisfaction Survey every year for our sheltered and extra care residents which is a requirement of the Regulator of Social Housing, and this forms part of the Tenant Satisfaction Measures. The results of this survey are set out in more detail on our Tenant Satisfaction Measures page.
Our continuous aim to improve
Every two years, we also survey all other Brunelcare residents. In 2022, Brunelcare’s Board of Trustees worked with residents to develop a series of Outcome Measures, designed to help us understand the difference that the service and support provided by Brunelcare makes to our customers’ lives. We ask our sheltered housing and extra care sites our outcome measures each year.
Results
The table below provides the results of the Outcome Measures from the 2024 and 2022 survey for comparison which covers all Brunelcare properties. The survey for all residents will be undertaken in January and February 2026 and the results will be updated below when available.
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| Receiving care and support from Brunelcare enables me to live an independent life | 2021-22 Performance (%) | 2023-24 Performance (%) | Performance Direction |
|---|---|---|---|
| Housing Outcomes | |||
| I have a place to live I am proud to call my home | 89 | 84 | Down |
| I have a home in which I feel safe and secure | 88 | 89 | Around the same |
| I have a home that gives me long term stability | 92 | 91 | Around the same |
| I feel financially comfortable living in a Brunelcare property | 83 | 73 | Down |
| I have a home where I am warm and comfortable | 93 | 92 | Around the same |
| Brunelcare helps me to feel safe and welcome in my community | 71 | 75 | Up |
| Living in a Brunelcare property enables me to have the social life I want | 76 | 73 | Down |
| Care Outcomes | |||
| I feel reassured knowing there is always support and assistance when I need it | 80 | 81 | Around the same |
| I feel that my dignity and privacy are always respected when I receive care and support | 91 | 94 | Up |
| I have peace of mind knowing I will be cared for should my needs change | 88 | 92 | Up |
| I feel healthier and happier due to the care and support I receive | 76 | 85 | Up |
| Receiving care and support from Brunelcare enables me to live an independent life | 80 | 84 | Up |
