We would like to reassure tenants who have recently received calls from a company called TLF Research. We are working with TLF to conduct a survey on tenant satisfaction, which will help to ensure we are providing good quality homes and services.

TLF is a reputable company that specialises in measuring customer experience. They are collecting feedback to advise us on what we are doing right, and where we need to improve.

This survey is a response to new regulations from the government, which aim to make landlords’ performance more visible to tenants, and help tenants hold their landlords to account.

TLF will be calling different tenants every three months, so you should not receive a call more than once.

They may ask you questions such as:

  • How satisfied or dissatisfied are you that your landlord provides a home that is well-maintained?
  • How satisfied or dissatisfied are you that your landlord keeps you informed about things that matter to you?
  • How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood?

The full list of measures, called Tenant Satisfaction Measures, can be found on the government’s website by clicking here.