TLF survey
All housing associations are required to survey their social housing residents using the same set of Tenant Satisfaction Measures (TSMs) questions, prescribed by the Regulator of Social Housing (RSH), asked in the same way and in the same order. Having a consistent set of questions will better help us and the Regulator identify where we need to improve and where we are doing well. VIVID and all other housing associations must report our results to the Regulator.
We published our 2023/24 results in our Customer Annual Review here. We’re due to publish our 2024/25 our Customer Annual Review shortly so please look out for that.
- TLF Research are an independent market research agency who carry out the perception survey on our behalf
- The survey will take place from the beginning of July through to the beginning of September. If you receive a phone call or an email, we’d be grateful if you would take the time to provide your feedback.
We analyse your feedback to draw out trends and recurring issues. This then feeds into our ongoing improvement work. We embrace all kinds of feedback, as without knowing where we've gone wrong, we'll never be able to improve.
Your feedback is very important to us. Last year you told us we need to call you back when we say we will, carry out repairs quicker and keep better notes on our system to avoid you having to repeat yourselves.
We’re focusing on providing a consistent high-quality service across the business, and also on ensuring all non-emergency repairs are completed within 28 days, moving towards an average of 14 days by the end of the year.
Please be aware that any dissatisfaction you may express through our surveys will be analysed to identify common themes to inform where we need to make improvements but will not be treated as an individual complaint.
If you do wish to make a complaint, you can find out more in this article
TLF Research is an independent market research agency who carry out the survey on our behalf. They won't use your contact details for any other reason. All information that's shared with them is encrypted and is in line with the UK General Data Protection Regulation (GDPR) and the Data Protection Act (DPA) 2018.
TLF Research stores our customers’ information on separate databases, which is deleted after 12 months. If you wish to find out more about TLF, please visit their website
Your feedback is important to us, so we really appreciate you taking the time to share your views. If you have any questions, please get in touch. For further details on how you can provide feedback, visit our Feedback page.
