Golden Lane Housing publishes latest Tenant Satisfaction Survey results

June 27, 2024

The Regulator of Social Housing’s new Transparency, Influence and Accountability Standard came into effect in April 2024. The standard requires all registered providers of social housing to collect and report annually on their performance using a core set of defined measures, known as the Tenant Satisfaction Measures (TSMs). The TSMs provide tenants with greater transparency about their landlord’s performance.

Golden Lane Housing sent the survey to all tenants earlier in the year and is required to report the results to the Regulator by the 30th June 2024.

A total of 619 tenants completed the survey.

The results are encouraging for the organisation, of the 12 tenant perception areas, 11 showed an increase in satisfaction compared to responses collated last year.

Rod Dugher, Director of Tenant Experience and Involvement said:It was very positive to see that there had been a 5% increase in satisfaction with our overall service, with 79% of tenants satisfied. From those surveyed, 9% disappointedly rated our overall service as fairly or very dissatisfied. However, this is a 4% reduction of dissatisfaction compared to last year and the feedback and analysis of the results will support developing an improvement plan.”

You can see the results in full here:


Click here to go to Regulator of Social Housing TSM submission assessment.