Surveys and results

Surveys give us a better understanding of how the services we provide are performing for our customers.

Customer satisfaction

We carry out a number of customer satisfaction surveys including:

Tenant Satisfaction measures (TSMs): launched by the Housing Regulator for the 2023/24 year, all Housing associations will now carry out an annual satisfaction survey. Within the survey, there are 12 questions that must be asked, with an additional eight that we have chosen to ask. We have opted to conduct our surveys via telephone on a rolling monthly basis. These surveys are conducted on our behalf by a company called IFF-Research. They call from the following number; 0203 148 7645. Our overall satisfaction for the financial year 23/24 was 80%. To see our latest TSMs please click here.


Repairs satisfaction: we email or text after you have had a repair completed to find out how it went. For the 23/24 financial year, 81% of customers said they were satisfied with the work.

New lettings survey: if you move into a new home, we will email or text to ask for your views on how the move went and the standard of the property. For the 23/24 financial year, 90% of customers reported that they are happy with the service provided by Saxon Weald.

Leaseholders: we send a satisfaction survey out annually on the anniversary of the date you bought your property.