Our approach

Who takes part?

The Tenant Satisfaction Measures reported show Aspire Housing’s full year’s performance (April 2024 – March 2025). Performance measures from the satisfaction survey are based on 706 responses received during that time. If you have taken part, thank you for sharing your views. This provides us with an accurate picture of how our customers are feeling about the services they receive from us.

We use a system called CX Feedback to gather your responses by phone, text, and email—customers are chosen at random to take part. Customers are not offered incentives to take part.

All of our different tenure types are covered by these regulatory requirements, with the exception of Leaseholders.

We also check how representative our respondents are of our customer profile – looking into age group, ethnicity, disability, gender, sexuality and religion – to ensure we’re hearing views from all backgrounds.

When?

The survey is ongoing throughout the year to enable us to listen to the very latest views and respond quickly. Results are reported every month and comments are reviewed on an ongoing basis by the relevant teams. On a quarterly basis we carry out deep dives into the topics which need attention, so we can ensure the relevant strategic and local action is carried out.

If customers have selected that they are happy to be contacted about their response, and where concerns are raised, our relevant teams will get in touch to discuss how we can put things right. Where comments are raised which are deemed a cause for concern such as safeguarding or welfare, these are confidentially passed on to the relevant colleague to act on efficiently. Where we receive staff praise and positive feedback, we also always ensure that is passed onto the relevant teams.

How?

We gather customer feedback for our TSM performance through our perception survey. Last year, we collected 390 responses through telephone surveys, 259 through online surveys and 57 through text message. This enables us to gather feedback from a broader range of customers, ensuring that our results represent everyone.

Our Customer Voice team carry out many other transactional surveys across a range of our services such as repairs, building safety checks, and complaints. Feedback from these surveys do not contribute to the TSM results but is instead used to keep a closer eye on customer experience as services are delivered.

What?

We ask a set of questions set out by the Regulator, which have to be asked in a specific order and use specific wording to enable comparison with other landlords. The regulator’s guidance is here.

Download our survey script (PDF)