Customer satisfaction survey

We have undertaken two surveys in 2025:

• Tenant Satisfaction Measures
• Brunelcare Outcome Measures

Tenant satisfaction measures

We measure our performance against the Tenant Satisfaction Measures (TSMs) introduced by the Regulator of Social Housing (RSH) in April 2023 as part of the Consumer Standards for our sheltered and extra care housing properties.

The TSMs 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.

The TSMs are made up of two sets of information:

• 12 tenant perception measures – based on surveys with customers about their satisfaction with key services such as repairs and keep customers informed about things that matter to them.
• 10 management information measures on complaints, anti-social behaviour, repairs and building safety – this is so that RSH can assess how we comply with the Consumer Standards

2025 Survey

In early 2025, customers across Brunelcare had the chance to take part in our Customer Satisfaction Survey. It is an opportunity for customers to give us feedback on how well we are delivering services and help us identify areas where we need to improve.

Brunelcare worked with an independent company called ARP Research to conduct the survey. In total we received more than 530 individual responses, which was a 49% response rate. Thank you to all of our customers who took part – your comments and feedback is key to driving continual improvement.

We are only required to submit the information on our low cost rental accommodation to the Regulator because we own more than 1000 rental properties. We are not required to submit our results for low cost home ownership properties because we own so few of these types of properties, however, we have shared the results below for both to ensure transparency.

The results below are calculated using only the responses we received from our sheltered housing and extra care housing Tenants.

The full survey report from the 2025 results can be found below:

Tenant Satisfaction Report 2024-25

Summary of Survey Approach

Tenant Perception Questionnaire 2024-25

The links below show the headline results:

Tenant Perception Survey Results – Rented

Tenant Perception Survey Results – Shared Ownership

The TSMs are a core set of performance measures against which all providers must publish their performance. Providers are not restricted from collecting or publishing additional performance measures or information alongside the TSMs. In addition to the measures we collected through the survey, we are also required to publish ten measures generated from management information. These can be found on our performance page here. The updated management information for 2025 will be available shortly.

The year April 2024 to March 2025 is the second set of TSMs that we have published. The full survey report from 2024 is available below for download:

Download the Customer Satisfaction Survey report 2024

What will Brunelcare do next?

Once the full report has been received and analysed we will look to work with our Residents First Group to develop an action plan. The action plan will be shared later in 2025. Here are some actions undertaken as a result of the 2024 survey:

You Said We Did

Brunelcare Outcome Measures 2025

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.

In 2025, we asked our residents in our sheltered housing and extra care sites our outcome measures. The table below provides the results of our 2025 survey with the results from the 2024 survey for comparison.