Announcing the results of the 2026 Customer Satisfaction Survey

We are delighted to share the results of our 2026 Customer Satisfaction Survey, showing another year of progress and growing confidence from the people who rely on our services. 

Earlier this year we sent surveys to more than 1,700 of our customers across our sheltered and extra care housing sites, care homes, community services and retirement village, giving them the chance to provide vital feedback on the services we provide. We had an overall response rate of 45% across Brunelcare. 

We have now received the results of the survey, and we’re pleased to say that Brunelcare’s score for overall satisfaction has increased for the third year in a row, to just over 90%. This reflects our ongoing commitment to providing high‑quality, person‑centred care and support. 

Highlights from the 2026 survey include: 

• 94% of customers feel safe and secure in their home 
• 89% feel Brunelcare treats them fairly and with respect 
• 86% say Brunelcare is easy to deal with 
• 87% feel healthier and happier because of the care and support they receive 

We also saw some fantastic results for individual services. Our community services, which provides care in peoples’ own homes in Somerset and South Gloucestershire, saw the highest customer satisfaction across Brunelcare, sitting at 96% overall. 99% of care home respondents agreed their home is warm and comfortable, and satisfaction with the quality of care that staff provides is sitting strong at 95%. 

Edwin Jose, Brunelcare’s Head of Care Homes said: “These results reflect the hard work and dedication of our care teams across every service. Ensuring people feel safe, respected, and well supported remains at the heart of everything we do.” 

Within our sheltered and extra care housing provision, satisfaction with handling of antisocial behaviour has risen to 71%, increasing by a total of 7% over the last three years. Another measure that has increased steadily over the last three years is ‘satisfaction that Brunelcare listens to your views and acts upon them’, increasing by almost 4% to 71%since 2023-24. 

David Bull, Brunelcare’s Head of Housing said: “We’re thrilled to see customer satisfaction within housing continue to rise for the third year in a row. These results are a testament to the dedication of our teams across all services and our commitment to listening to customers and acting on what they tell us.” 

The survey results form part of the Tenant Satisfaction Measures, a requirement of the Regulator of Social Housing, which are designed to make sure social landlords are being open with tenants and treating them with fairness and respect so they can access services, raise complaints, influence decision making and hold their landlord to account. Find out more about the Tenant Satisfaction Measures here. 

The insights from this year’s survey will be used to guide improvements and ensure customers remain central to every decision we make at Brunelcare.