TSM Survey 2023-24 Results
Q1 2023/24
Overall Satisfaction - 59% 
The survey for Q1 2023/24, carried out in May 2023, found that 59% of tenants are satisfied with the overall service provided by Estuary Housing Association.
Tenants were particularly satisfied with the neighbourhood as a place to live (84%), that their rent provides value for money (77%), that Estuary provides a safe home (77%), a well-maintained home (70%) and that they are treated fairly and with respect (75%).
Just one measure recorded satisfaction levels below 50% - satisfaction with complaints handling (35%), though this has remained stable since Q3 22/23.
Other areas where there is room for improvement include time taken for the last repair (56%), listening to and acting on views and how ASB is dealt with (both 57%).
Summary for Q2, 2023-24
62% Overall Satisfaction 
The survey for Q2 2023/24, carried out in August 2023, found that 62% of residents are satisfied with the overall service provided by us.
Similar to last survey, residents are particularly satisfied with the neighbourhood as a place to live (81%), that we provide a safe home (78%), that their rent provides value for money (76%), and that they are treated fairly and with respect (73%).
Just one measure recorded satisfaction levels below 50% - satisfaction with complaints handling (35%), still remaining at the same level as last survey.
Other areas where there is room for improvement include listening to and acting on views (53%), dealing with ASB (57%), and making a positive contribution to the neighbourhood (57%).
The remaining results are:
- 65% agree they have a well maintainted home.
- 64% have had a repair in the past 12 months.
- 69% say we're easy to deal with.
- 64% are happy with the time taken for their last repair.
- 55% agree the communal areas are clean and well maintained.
- 69% saying we keep them informed.
Summary for Q3, 2023-24
The survey for Q3 2023/2024, found that 62% of residents are satisfied with the overall service provided by us.
Residents are particularly satisfied with being treated fairly and with respect (81%), with a safe home (76%) with repairs in the last twelve months (73%), and that they are provided with a well-maintained home (70%).
Just one measure recorded satisfaction below 50%, this was our complaints handling which was 39%. However, there has been an improvement in this area since Q2.
Another area with room for improvement is communal areas (55%).
The rest of the stats are:.
- The time taken for repairs is 68%
- Our ability to listen and act is 56%
- Keeping you informed is 68%
- Neighbourhood Contribution is 64%
- Our approach to ASB 61%
More Stats!
If you're interest in our performance, our KPI (Key Performance Indicators) area may be just the place for you.