Client survey: your voice matters
You spoke, we listened
Between September and November 2024, we asked for your views in our third client satisfaction survey, carried out for us leading customer evaluation experts at The Leadership Factor (TLF).
A big thank you to the 338 clients who took part by text, email, web link, post or phone.
- 294 of you are Transform tenants
- 44 use our services but rent from other landlords
We are very happy to say that overall satisfaction is up again – now at 85.8%, compared to 85.4% last year. That puts us right at the top compared to other housing associations TLF works with (average score: 71.3%).
85.8%
overall client
satisfaction
(85.4% in 2023)
89.2%
provide a safe home
82.8%
listen and act on views
Survey highlights
- 90.5% said we treat you fairly and with respect.
- 89.2% said we provide a safe home.
- 82.8% said we listen and act on your views.
- When asked how much you trust us to do the right thing for you (on a scale of 1–10), over half of you (57.7%) gave us a 9 or 10.
We also saw a big improvement in how we handle complaints – up 14% to 62.5%.
This follows changes we made 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 over 75 were the happiest.
- Clients aged 26–35 were the least happy group.
- The things we did best were:
- Making sure your home is safe – 89.2% of you were happy.
- Treating you fairly and with respect – 90.5% of you agreed.
What we're working on improving next
- Asking for quick, real-time feedback when you make a complaint – so we can put things right even faster.
- Speeding up repairs.
- Responding faster when you raise an issue.
- Continuing to improve how we communicate with you.
For more info please see our graphic summary below.
Looking ahead to the 2025 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.
Graphic summary of results
What matters most to you?
Three things matter the most to you:
1) Being treated fairly
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. 8 out of 10 of you had a repair done in the last year and 35.3% of you said your repair wasn’t finished. If it wasn't finished, you scored us lower (61.4%) than those whose repairs were finished (92.5%).
Complaints
Just over 2 in 10 of you said you had made a complaint. Clients who complained were less happy overall than those who didn’t.
We’re pleased that satisfaction with how we handle complaints has gone up since last year. In fact, our score for complaint handling is now better than the highest score seen in TLF’s national benchmarking.
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 822 tenants invited, 294 people completed the survey.
Here’s how they responded:
- 136 by text message (SMS)
- 96 by phone
- 30 using the special link
- 28 by post
- 4 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 294 responses from 822 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.