2024/25 National Residents’ Satisfaction Survey Results
We’re pleased to share the results of our annual National Residents’ Satisfaction Survey for 2024/25.
Every year, we’re required by law to survey our residents in line with requirements set out by the Regulator of Social Housing. The annual survey must include 12 Tenant Satisfaction Measures (TSMs), which cover aspects such as overall service, communal areas, and treating residents fairly and with respect.
In this reporting year (2024/25), 89% of Housing 21 residents are satisfied with the overall service we provide. This figure has increased by 3% from the previous year (86% satisfied in 2023/24).
The overall satisfaction scores for each of the TSM questions are shown in the table below.
|
TSM Question |
Satisfied (%) |
|
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Housing 21? |
89% |
|
How satisfied or dissatisfied are you with the overall repairs service from Housing 21 over the last 12 months?
Asked where resident stated ‘yes’ to having a repair in the last 12 months. |
90% |
|
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
Asked where resident stated ‘yes’ to having a repair in the last 12 months.
|
87% |
|
How satisfied or dissatisfied are you that Housing 21 provides a home that is well-maintained? |
90% |
|
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Housing 21 provides a home that is safe? |
91% |
|
How satisfied or dissatisfied are you that Housing 21 listens to your views and acts upon them? |
79% |
|
How satisfied or dissatisfied are you that Housing 21 keeps you informed about things that matter to you? |
87% |
|
To what extent do you agree or disagree with the following? “Housing 21 treats me fairly and with respect.” |
90% |
|
How satisfied or dissatisfied are you with Housing 21’s approach to complaints handling?
Asked where resident said ‘yes’ to making a complaint in the last 12 months. |
60% |
|
How satisfied or dissatisfied are you that Housing 21 keeps these communal areas clean and well-maintained? |
92% |
|
How satisfied or dissatisfied are you that Housing 21 makes a positive contribution to your neighbourhood? |
74% |
|
How satisfied or dissatisfied are you with Housing 21’s approach to handling anti-social behaviour? |
76% |
We’d like to thank you for your participation in the survey. Your feedback allows us to improve our services going forward.
If you have any questions about the national results, or to find your scheme’s individual results, please speak with your local housing manager.
Thank you,
Housing 21 Research Team
