Were you selected to take part in our most recent** Tenant Perception Survey, which happened in Autumn 2025?
If so – thank you. We really appreciate you taking the time to let us know how we’re doing.
Regardless of whether you took part in our last survey – it’s important that we share the results – which are formally known as Tenant Satisfaction Measures (TSMs) – with you. You’ll find the full set at: www.beonehomes.com/tsms – or you can read on for a summary:
Overall satisfaction:
73% of customers told us they are satisfied with our overall service. This is a big improvement from the previous survey (66%), and is above the national average for social housing providers.
We’ve seen improvements in 10 out of the 12 areas we asked about, which shows the changes we’ve been making are starting to have a positive impact. Customers told us they are more satisfied with:
- How we listen and respond to their views.
- Being treated fairly and with respect.
- How well we keep you informed.
- Feeling safe at home.
- Our contribution to neighbourhoods.
- How we deal with antisocial behaviour.
Repairs:
We know timely repairs matter to customers, too, and since this most recent survey was carried out, our on-time performance of routine and urgent repairs has further increased from 72% (between April and September 2025) to 84.64% (between October and March 2026).
- Compared to the previous survey, satisfaction with the time taken to complete repairs also increased slightly from 69.3% to 69.4%.
Complaints handling:
Compared to the previous survey, satisfaction with how we handle complaints has improved slightly from 36.8% to 37.1%.
Like other housing providers, this is one of our lowest scoring areas. We’re continuing to make improvements to services to avoid complaints occurring – and when they do happen, we want to resolve them fully at Stage 1.
Based on what you’ve told us, we’re already taking action by:
- Introducing a new repairs system which will help us ensure on time appointments, and less missed appointments.
- Introducing smarter scheduling so the right colleague arrives with the right tools first time.
- Continuing our new approach to damp and mould, ensuring all works are completed in line with Awaab’s Law timeframes.
About our upcoming Tenant Perception Surveys:
- Just like in Autumn 2025, starting from July this year – we’ll randomly select tenants to share their views and experiences about our services as part of our latest Tenant Perception Survey (and share the results in 2027 – just like we’ve done above).
If you’re selected to take part, you’ll most likely get a phone call – but some may receive an email or postal survey.
Like last year, we’ve partnered up with an independent company called Kwest Research to carry out these surveys on our behalf. Unlike previous years, we’ll be carrying out three rounds of surveys (with around 1,000 tenants contacted in total) throughout the year to better understand how satisfaction levels are shifting.
Kwest Research follows a strict code of conduct. Their interviewers won’t lead you towards a particular point of view and you’ll be given a range of options that will allow you to express your opinion.
The results will be used to calculate the annual Tenant Satisfaction Measures, which we’ll share with the Regulator of Social Housing and publish on our website so you can see what tenants have told us and how we’re responding.
Your privacy is important – You can stay anonymous if you want, and your answers will only be linked to your name if you choose. As we all need to be aware of potential bogus callers, Kwest’s call will only be about the survey. You won’t be asked for password, financial details, or personal information about your household.
The call will come from a mobile number between 9am and 8pm Monday to Friday. If you miss the call, please don’t worry. Kwest will try again at another time. There’s no need to call them back, so there’s no cost to you. No voicemails will be left. You might receive an email from mail.manager@kwest.co inviting you to take part online.
Once we’ve reviewed the responses, we’ll share the main findings and any changes we’ve made or plan to make based on your feedback. For more information on our performance and last year’s survey results, please visit www.beonehomes.com/our-performance. Also, keep an eye out for our upcoming annual report.
Your opinion always counts. If you’re not contacted for these surveys, your views are still important to us. You can provide feedback anytime by phoning us on 01204 328000 or by going to www.beonehomes.com/customer-feedback.
You can also visit: www.beonehomes.com/be-involved for more ways to get involved and have your say.
For more information on how we manage your personal data, please read our Privacy Notice at www.beonehomes.com/data-protection. If you’ve any questions about your personal data, please contact our Information Governance Team at IG@beonehomes.com.
Thanks for helping us improve our services.