Client survey: your voice matters
You spoke, we listened
In 2025, we asked for your views in our annual client satisfaction survey, carried out for us for the 5th time by leading customer evaluation experts at The Leadership Factor (TLF).
A big thank you to the 245 clients who took part by text, email, web link, post or phone.
- 221 of you are Transform tenants
- 24 use our services but rent from other landlords
We are very happy to say that overall satisfaction is up again – now at 87.3%, compared to 85.8% last year. That puts us second from top compared to other housing associations TLF works with (average score: 71.4%).
87.3%
overall client
satisfaction
(85.8% in 2024)
89.9%
provide a safe home
89.2%
Treat clients fairly
Survey highlights
- 93.8% are satisfied with the person fixing your repairs.
- 89.9% said we provide a safe home.
- 87.9% were satisfied with our overall repairs service
- 89.2% said we treat your fairly.
- 85.5% said you have a well-maintained home.
- When asked how much you trust us to do the right thing for you (on a scale of 1–10), over half of you (57.8%) gave us a 9 or 10.
Compared to a sector average of 36.9% satisfaction in how complaints are handled Transform scored 61%.
This follows changes we made in 2024 including a new complaints policy, better staff training and putting your voice at the centre of it all.
How happy are our clients?
- Clients aged between 46-55 were the happiest (95.5%).
- Clients aged 26–35 were the least happy group (78.9%).
What we're working on improving next
- Further improving how we listen to your views and acts upon them, including complaints handling.
- Further developing our approach to managing anti-social behaviour.
Looking ahead to the 2026 survey
We are always working to make Transform a place where you feel safe, supported and independent. Your feedback is vital, so when the next survey comes later this year, we’d love you to get involved and share your thoughts about how we’re doing.
For more details on our Client Satisfaction survey, please see our graphic summary below.
Graphic summary of results
What matters most to you?
Three things matter the most to you:
1) Having a well-maintained home
2) Being listened to – and seeing action taken
3) How complaints are handled
When we do these things well, you’re much more likely to feel happy overall. Many of you said good things about our staff, mentioning how helpful, friendly and professional they are.
Repairs
Repairs that aren’t finished properly make a big difference to how satisfied you feel. 76.5% of you who were surveyed had a repair done in the last year and 23.4% of you said your repair wasn’t finished. If it wasn't finished, you scored us lower (61.6%) than those whose repairs were finished (89.4%).
Complaints
36.5% of you said you had made a complaint and of those, 61% of you were satisfied with our approach to handling your complaint, while 30.5% were dissatisfied.
We know we can make further improvements, but we are pleased that our score for complaint handling is significantly higher than the reported average in the sector of 36.9%.
How the survey was carried out
About the survey
Each year, Transform Housing & Support asks tenants living in Low Cost Rental Accommodation (LCRA) to share how satisfied they are with their homes and the services provided. This includes important areas like repairs, communication, safety and how well complaints are handled.
These questions form part of something called the Tenant Satisfaction Measures (TSMs), which help make sure landlords are doing a good job and treating tenants fairly.
Who took part
Out of 938 tenants invited, 245 people completed the survey.
Here’s how they responded:
- 109 by text message (SMS)
- 116 by phone
- 11 using the special link
- 6 by post
- 3 by email
How the questions were asked
The questions were clear and followed official guidance. People were told what the survey was about and gave their answers willingly.
The correct Tenant Satisfaction Measure (TSM) scales were used.
We included all responses where people answered the main question: “How satisfied are you overall?”.
We left out any “Don’t know” or answers that were skipped when calculating percentages.
We didn’t offer any rewards or prizes for taking part.
Was the survey fair?
Yes. We checked to make sure that different groups of tenants were included fairly so we looked at things like age, gender, ethnicity, support needs and which team or service people are with.
We found that age had the biggest impact on how satisfied people were. So we adjusted the results (this is called weighting) to make sure all age groups were represented properly.
Even though we used different methods to contact people, some groups (like older tenants) were more likely to reply. To avoid these groups being over-represented in the results, we adjusted the figures using weighting. This means each answer counts in a way that reflects the whole tenant group fairly.
How reliable are the results?
With 245 responses from 938 tenants, we can be confident that the results are accurate. In fact, we are 95% sure that the real satisfaction scores are within about 3% of the results we found.