Over the past two years we've surveyed residents and shared owners about their experiences of West Kent as a landlord.
The survey questions aim to gather feedback on a number of areas including community and neighbourhood, communication and engagement as well as repairs and maintenance.
A company called Acuity have been conducting our surveys and have benchmarked us against their other clients. Generally we're performing well, mostly in the median and upper quartiles but there are still areas for improvement and further scrutiny which we're looking into and monitoring.
The TSMs are a regulatory requirement which means we have to submit our results to the Social Housing Regulator. Once all housing providers have submitted their scores we’ll have a better idea of how well we’re performing.
TSMs consist of 22 measures:
- 10 management information measures based on information we hold on how we deliver services and manage your homes
- 12 tenant perception measures gathered from tenant surveys.
The TSMs focus on five key themes:
- Keeping properties in good repair
- Maintaining building safety
- Effective complaints handling
- Respectful and helpful tenant engagement
- Responsible neighbourhood management.
The results shown below are from our second year of surveying (2024/2025) where we asked for feedback from 1,047 tenants and 280 shared owners.
Find out what we're doing with your feedback
See our results from last year
Here's a breakdown of the questions, our satisfaction percentage and how we're doing compared to other housing providers according to a report published by the regulator:
Rental tenants
Shared owners perception survey results
*Benchmarking from 2023/24 as 2024/25 has not been published yet