We asked 694 tenants for their views by phone, email, and post between April 2024 and February 2025. The tenants that took part in the survey reflect our wider tenant population in terms of property type, location, and household profile. We used a mix of contact methods and made sure to include tenants from different types of homes and backgrounds to make the survey fair and inclusive. The results give a clear picture of what tenants think about Saffron.
This survey and report meet all the requirements set by the Regulator of Social Housing and follow national standards for good research. We’ve also followed best practice used across the housing sector, including advice from Housemark on how to measure tenant views and report results clearly. The way we carried out the survey means the findings can be trusted and used to support our reports to the regulator, improve our services, and strengthen how we work with tenants.
In summary, three key questions from the survey have shown an upward trend in results from 2023 to 2024: overall satisfaction, satisfaction with repairs, and the time taken to complete repairs. The graphic above illustrates a comparison between the results of 2024-2025 and those of 2023-2024. For a comprehensive overview of the results, please visit our website page here.
What are Tenant Satisfaction Measures?
Tenants Satisfaction Measures (TSM's) are made up of information gathered from surveys conducted which have been designed by the Regulator for Social Housing. Saffron, along with every other social housing provider in England, Wales and Northern Ireland, must complete surveys about what our tenants think about the services they receive. The survey is made up of 12 questions. In addition, we need to report to the Regulator of Social Housing about 10 management measures. The questions for these surveys are set centrally by the Regulator of Social Housing (RSH) so results from different providers are comparable. We employ TLF to complete our surveys on our behalf. Every survey is completed over the telephone, by post or by email.