Residents’ Survey Results Show Strong Satisfaction with Radcliffe’s Services
Thank you to everyone who took part in our 2025/26 Tenant Satisfaction Survey.
Between January and February 2026, 165 residents shared their views through an independent survey carried out by Acuity Research and Practice. Your feedback helps us understand what we’re doing well and where we need to improve, ensuring our services continue to meet the needs of our residents.
What is the Tenant Satisfaction Measures (TSM) Survey?
The Tenant Satisfaction Measures (TSMs) are a set of standards introduced by the Regulator of Social Housing. Every social housing landlord must ask residents about their experiences and publish the results each year. The survey helps residents compare how landlords are performing and ensures housing providers are accountable for the quality of the homes and services they deliver.
Your feedback plays an important role in helping us understand what matters most to residents and where we should focus our efforts to improve.
Overall satisfaction remains high
We’re pleased that 82% of residents are satisfied with the overall service provided by Radcliffe Housing Society. This is encouraging and reflects the hard work of our staff and contractors to deliver quality services.
Looking after your home
Residents told us they value the quality and safety of their homes:
- 87% are satisfied that their home is well maintained.
- 85% are satisfied that their home is safe.
- 77% of residents living in schemes with shared spaces are satisfied with the cleanliness and maintenance of communal areas.
Repairs continue to perform well
Repairs remain one of our strongest-performing services.
Of the residents who had a repair completed during the past year:
- 87% were satisfied with the overall repairs service.
- 84% were satisfied with the time taken to complete their most recent repair.
These results are encouraging, but we know there is always room to improve and will continue working to provide a responsive and reliable repairs service.
Keeping residents informed
The survey also highlighted positive feedback about our communication and customer service:
- 81% of residents feel they are kept informed about matters that affect them.
- 86% agree they are treated fairly and with respect.
- 71% feel that Radcliffe listens to residents’ views and acts on them.
Areas where we can do better
The survey also identified areas where residents would like to see improvements.
- 70% believe Radcliffe makes a positive contribution to the neighbourhood.
- 65% are satisfied with how we deal with anti-social behaviour.
- Among residents who made a complaint during the last year, 50% were satisfied with the way their complaint was handled.
We recognise these are important areas for improvement and will use your feedback to strengthen our services.
Your comments matter
Residents provided 121 written comments, covering both positive experiences and suggestions for improvement. The topics raised most often were:
- Responsive repairs
- Customer service and communication
- Communal maintenance
- Planned maintenance
- Complaints handling
These comments provide valuable insight and will help shape our future priorities.
What happens next?
This survey is more than a set of results—it’s an important part of how we work with residents to improve our services.
Over the coming months we will:
- Share the survey findings with our Resident Scrutiny Panel to determine improvements.
- Use the feedback to help improve services, particularly communications, communal areas and repairs.
- Continue involving residents in shaping future service improvements.
Thank you once again to everyone who took the time to complete the survey. Your views directly impact and help to continually improve Radcliffe Housing Society services.
To view the results of the survey in full, please click here.
