Tenant Satisfaction Measures

SNG completed monthly surveys [pdf, 74KB] over the 12 months from April 2024 to March 2025. These were completed by the independent research company, Acuity.  

Telephone surveying was selected as the primary survey methodology because it is the preferred means of communication for the majority of our customers, and we hold accurate data. This allows a representative sample to be achieved in a cost-effective manner.  However, where necessary for accessibility, inclusivity and engagement reasons, email and postal surveys were also used. 

Survey method counts:

LCRA 

Telephone - 3,844 
Email - 202
Postal - 11 

LCHO 

Telephone - 974
Email - 23

SNG completed TSM surveys with a sample of residents. The sample size was chosen to ensure that the level of statistical accuracy set out by the Regulator of Social Housing was met.  

• During 2024/25, SNG completed 3,847 LCRA TSM surveys. SNG have 67,099 LCRA properties which means that a statistical accuracy level of +/- 1.5% was achieved, which is a greater level of accuracy than required. 
• During 2024/25, SNG completed 972 LCHO TSM surveys. SNG have 10,827 LCHO properties which means that a statistical accuracy level of +/- 3.0% was achieved, meeting the level of accuracy required. 

No incentives were offered with either survey.  

Both surveys were carried out in compliance with Annex 4 TSM: Technical Requirements and Annex 5 Tenant Survey Requirements.  

Random stratified samples using tenure, age and locality were selected to reflect the overall population.  

Customers who indicated that they did not want to be surveyed are excluded from the population data for the purposes of the survey.  

We have compared the samples to key SNG population demographics including age profile, gender, region, tenure type, property type, length of tenure and ethnic origin.  The results show that the samples broadly reflect the overall survey population, including for supported housing customers who were not surveyed in 2023/24 (as notified at the time). 

View the full demographic comparison data [pdf, 70KB]

Complaints (CH01/2) 

SNG have actively strived to respond to complaints within the Stage 1 and Stage 2 timeframes. 

In exceptional circumstances we will seek to agree an extension with our customers, if the case complexity means more time is needed. In 2024/25 we recorded 9 cases where an extension was requested and applied, with the response being provided as agreed within the extended timeframe. 

ASB (NM01) 

There was a difference in recording processes across SNG following our merger, with regard to whether incidents/reports are counted versus full investigations for ASB.  For our London and Hertfordshire regions, the number of reports was recorded.  

This process has now been aligned to the rest of SNG, in line with the guidance, and the number of investigations is recorded. This means that the number of cases per 1,000 homes is likely to decrease in 2025/26 due to process changes rather than any actual performance change.