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What is their purpose?
Saffron, along with every other social housing provider in England, Wales and Northern Ireland, must complete ‘perception surveys’ about what our tenants think about the services they receive, and this survey is made up of 12 questions about a variety of services Saffron offer, such as repairs, complaints and neighbourhood contribution. The Regulator sets the questions we must ask. These compliment the satisfaction surveys each team complete each month after completion of a particular service.
In addition, we need to report to the Regulator of Social Housing about 10 management measures. The management measures are made up of internal performance metrics which are gathered from our internal systems according to strict definitions provided by the Regulator of Social Housing.
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Who runs the perception surveys?
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 email and by post.
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Who takes part in the perception surveys?
A cross-section of tenants are surveyed, so the results are meaningful. The sample of tenants surveyed includes tenants paying social rents, supported housing, intermediate rent, affordable rent and temporary social housing. This profile of tenants is termed Low-Cost Rental Accommodation (LCRA)
We are not required to report on homeownership satisfaction due to how many homeownership units we have. We are considering gathering this data as we want to understand homeowners’ perception of our services.
