New Tenant Satisfaction Measures Results

We are pleased to announce that the latest Tenant Satisfaction Measures (TSM) results 24/25 for Nehemiah Housing Association have been officially published and are now available on our website. This important milestone reflects our ongoing commitment to transparency, accountability, and continuous improvement in the services we provide to our tenants.

Tenant Satisfaction Measures is a vital tool that helps us gauge the experiences and perceptions of our tenants regarding various aspects of their housing and support services and benchmarks us within the housing sector. It covers key areas such as property condition, maintenance responsiveness, communication, and overall satisfaction. The recent results offer valuable insights into how well we are meeting the needs of our tenants and highlight areas where we excel as well as opportunities for further improvement.

Highlights of the Latest Results

• Overall Satisfaction – 78% tenants expressed high levels of satisfaction, indicating that our efforts to maintain quality housing and responsive service are effective. The results reflect particularly high levels of satisfaction in key service areas such as treating tenants fairly and with respect, keeping tenants informed and providing homes that are safe.

Compared to other providers, Nehemiah Housing is performing strongly, with satisfaction scores on all 12 Tenant Satisfaction Measures exceeding the Regulator of Social Housing’s median benchmark. Furthermore, upper quartile performance is evident for all aspects of respectful and helpful tenant engagement and all aspects of responsible neighbourhood management.

• Maintenance and Repairs: Respondents reported prompt and efficient handling of maintenance requests, which remains a strong point for our organisation and a 79.1% satisfaction measure.

Nehemiah’s performance exceeds the national benchmark upper quartile of 78.7%, showing the repairs service as a comparative strength. However, we know there is always room to further improve satisfaction and raise consistency of experience across the board.

• Communication: Feedback suggests that tenants appreciate our efforts to keep them informed about relevant updates and community initiatives.

Nehemiah’s NET satisfaction score of 85.3% is markedly above the Regulator of Social Housing’s median benchmark of 70.3% and its upper quartile of 75.9%, placing the organisation among the stronger performers in the sector for tenant communication.

• Areas for Improvement: Feedback from tenants points to opportunities for further improvement in areas such as complaints handling, communal area maintenance, and the time taken to complete repairs.

It should be noted that while satisfaction with complaints handling was the least scoring metric, Nehemiah’s score is still higher than the national median, suggesting this is a shared challenge across the sector.

We are actively addressing these areas through process improvements.

We encourage all tenants and stakeholders to review the full results here on our website. Your feedback is invaluable in helping us shape future strategies and ensure that Nehemiah Housing continues to be a trusted and effective housing provider.

We would like to thank all tenants who participated in the survey and contributed their honest feedback. Your voices are essential in guiding our ongoing efforts to enhance tenant satisfaction and community well-being.