The Regulator of Social Housing has implemented Tenant Satisfaction Measures to evaluate the performance of housing providers in delivering high-quality homes and services. Customers have the opportunity to provide feedback and express their opinions by responding to enquiries about essential services like repairs and complaints. These measures aim to enhance standards and elevate the overall quality of social housing by holding housing providers responsible for the services they provide to customers.

Starting from April 2023, the regulator will conduct annual reviews of customer feedback obtained through surveys carried out by the landlord. The purpose of these reviews is to identify areas that require improvement and to foster collaborative efforts with housing providers to enhance services. Additionally, the regulator will actively share exemplary practices from various regions to further stimulate advancements in social housing.

Lancaster City Council is dedicated to maximising the value gained from the information we gather, both for our customers and the overall service. This commitment will play a crucial role in enabling us to continuously enhance and strengthen our services by fully utilising the feedback we receive.

Acuity Research and Practice will be contacting a sample of our tenants each year to carry out the survey. The findings and feedback provided will be reported to the Regulator of Social Housing and will also be features on our website so that tenants and residents of the district can view our performance as a social housing provider.

We highly value customer feedback, and to better serve our customers and improve our services, we have included more questions in our surveys. This allows us to gather as much feedback as possible during one visit. Regulators also appreciate and consider customer opinions, which help us enhance our services.

The survey will be asking questions about:

• How satisfied customers are with overall service
• The quality of the repairs service
• Customer satisfaction with how well maintained their homes are
• Customer satisfaction with the safety of their home and communities
• How customer feel we are listening and acting upon their views
• How customers feel we keep them informed
• Customer satisfaction with being treated fairly and respectfully