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. Our overall satisfaction for the financial year 21/22 was 78.3%.


Repairs satisfaction: we email or text after you have had a repair completed to find out how it went. For the 21/22 financial year, 80% 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 21/22 financial year, 86% of customers reported that they are happy with the service provided by Saxon Weald.

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

Customer support: if you speak to our contact team, we will text you asking what you thought of our customer service.