Following an all-tenant survey, the organisation achieved a customer satisfaction rating of 82.9% – an increase of 13.5% from 2024.
Back in 2023 the Regulator of Social Housing introduced new guidelines for social housing providers to check in with resident satisfaction annually.
Image: The new Queenshill development from Leeds Jewish Housing Association.
Known as Tenant Satisfaction Measures (TSMs) the questions are comprised of 12 categories and touch upon a vast number of topics from the quality of homes to anti-social behaviour.
The latest figures from the Leeds-based housing association, which were published this week, show it’s surpassed the sector average across all 12 categories and has been ranked in the top quartile in nine TSMs.
According to the research, home safety had the highest rating with 89.2% of residents declaring they felt secure in their property and 87.5% said the housing association was making a positive change to their neighbourhood.
Meanwhile, 87.3% agreed the association treating them fairly and 80.1% said their home was very well maintained.
To give an insight of how satisfied tenants are with the organisation, they were given the choice to submit anonymous comments, and the majority came back glowing.
One read: ‘They’re good whenever I need them. They are efficient, they’re good at getting back to me.’
Echoing a similar tone, Mark Grandfield, chief executive of Leeds Jewish Housing Association has expressed his delight at the news.
‘TSMs are designed to allow tenants to scrutinise their landlord’s performance, provide insights on where we might improve services, and act as a source of intelligence for the regulator on how we are meeting new consumer standards,’ Mark said. ‘I am thrilled that not only has Leeds Jewish Housing Association scored above the sector average in all 12 areas in which tenants were invited to give their opinions, but the individual percentages have risen in every category in comparison with last year’s result.’
‘With an overall satisfaction rating of almost 83%, the association is making excellent progress as we prepare to start construction work on our new 28-home Queenshill development which is due for completion next year,’ he continued.
Craig Simons, director of operations at the association added: ‘Whilst we are delighted with the results, there can be no room for complacency.
‘As part of their work, Service Insights – the company which undertook the survey – also suggested several areas for us to concentrate on to improve customer satisfaction levels even further.
‘These will be our primary focus in the months ahead as we seek to deliver the best possible services to our residents.’
Image supplied via Leeds Jewish Housing Association
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