This satisfaction survey was undertaken as part of the Government requirement called the Tenant Satisfaction Measures (TSMs) and focused on how happy you are with the way St Luke’s Housing Society maintains your homes and delivers key services.

​

Registered Social Landlords who manage under 1000 properties, are required by the Regulator of Social Housing, to carry out Tenant Satisfaction Measure (TSMs) surveys every two years.

​

TSMs are intended to make landlords’ performance more visible to tenants so that tenants can hold their landlord to account. TSMs consist of 22 measures: 10 providing management information from data held by the landlord and 12 satisfaction measures gathered from tenant surveys.

​

In addition to overall satisfaction with landlord services, the measures cover five key themes:

​

1. Keeping properties in good repair

2. Maintaining building safety

3. Respectful and helpful engagement

4. Responsible neighbourhood management

5. Effective handling of complaints

 

TSMs are intended to be a tool that allows tenants to scrutinise their landlord’s performance and provide insights to landlords on where they might look to improve their services. 

 

The survey results serve as a source of information for the regulator on how far landlords are meeting the outcomes of the new consumer standards.

​

This report details the survey results carried out for this year.  The report also responds to some of the queries raised by some of the residents who responded.

​

For 2025, St Luke’s Housing Society had 26/38 TSM surveys completed, giving a completion rate of 68.4%.  These were carried out in May 2025. 

 

We have 38 flats on site with 44 residents in total, all on Assured Tenancies.  Where multiple occupants are living in the household, we are including these as one return.

​

The TSMs were available to complete online, via an app or directly on our website.  Paper copies were also posted to residents, and some were carried out in person.

​

No tenant was removed from the sample. Incentives were used, with one randomly selected tenant winning a £50 payment.

We would like to carry out these surveys independently in future, if possible, to make sure the results are free from influence from the organisation.

​

15.8% of residents were unable to complete a survey due to long-term absence, illness or a disability that meant they were unable to complete.  15.8% of residents did not return a survey.

​

We always welcome feedback from tenants and there is no need to wait for surveys to go out to let us know your views.  This can be fed back to us by posting a note through the office door, in the suggestion box, or by emailing enquiries:   enquiries@saintlukeshs.uk