Tenant Satisfaction Measures 2026

SNG completed monthly surveys [pdf, 283KB] over the 12 months from April 2025 to March 2026. These were completed by the independent research company, Acuity.   

Telephone surveying was selected as the primary survey methodology because it is the preferred means of communication for most of our customers, and we hold accurate data. This allows a representative sample to be achieved in a cost-effective manner.  However, where necessary for accessibility, inclusivity and engagement reasons, email and postal surveys were also used.   

Survey method counts: 

• LCRA  
  • Telephone - 3,846
  • Email – 98
  • Postal - 43   
• LCHO  
  • Telephone - 802 

SNG completed TSM surveys with a sample of residents. The sample size was chosen to ensure that the level of statistical accuracy set out by the Regulator of Social Housing was met.   

• During 2025/26, SNG completed 3,987 LCRA TSM surveys. SNG have 67,702 LCRA properties that can be surveyed which means that a statistical accuracy level of +/- 1.5% was achieved, which is a greater level of accuracy than required.
• During 2025/26, SNG completed 802 LCHO TSM surveys. SNG have 11,433 LCHO properties that can be surveyed which means that a statistical accuracy level of +/- 3.3% was achieved, meeting the level of accuracy required.  

No incentives were offered with either survey.

Both surveys were carried out in compliance with Annex 4 TSM: Technical Requirements and Annex 5 Tenant Survey Requirements.  

Random stratified samples using tenure, age and locality were selected to reflect the overall population.

Customers who indicated that they did not want to be surveyed are excluded from the population data for the purposes of the survey.

We have compared the samples to key SNG population demographics including age profile, gender, region, tenure type, property type, length of tenure and ethnic origin.  The results show that the samples broadly reflect the overall survey population.

View the full demographic comparison data [pdf, 58KB]

Complaints (CH01/2)

SNG has continued to work towards responding to complaints within the Stage 1 and Stage 2 timeframes. Where additional time has been needed, extensions have been agreed with customers. This approach was used throughout the year and increased in Q4 due to complaint volumes being significantly above forecast. In Q1 FY26/27, use of this process reduced to under 10% of complaints.

ASB (NM01)

As noted in the FY24/25 submission, London and Hertfordshire previously recorded the number of ASB reports rather than full investigations. Following process alignment, the FY26/27 submission records all SNG cases at investigation level. As expected, the number of cases per 1,000 homes has decreased in 2025/26 due to this process change, rather than a change in performance.

Building Safety (BS01-BS05)

Of the non-compliant properties reported under BS01 – BS05, 92% are in relation to properties owned by SNG, but managed by others.  There is difficulty in obtaining compliance evidence for these properties, and therefore they have been recorded as non-compliant as per TSM technical requirements