Our annual tenant satisfaction survey
Each year we employ a specialist research company to ask a random sample of tenants what they think about our services.
This is our Tenant Satisfaction Measures (TSMs) survey and used to be called the STAR survey.
ARP Research carry out our annual tenant satisfaction survey to help us understand tenant satisfaction with the services we provide.
The 2025-26 TSM survey was sent to a sample of 3,800 tenants and we had a good response rate of 31%.
View our latest Tenant Satisfaction Measures results.
What the survey tells us
Overall satisfaction with our services has increased to 77.0% compared to 75.2% in 2024 and our score is above our peers when compared against similar landlords.
Five out of the twelve TSM regulatory measures show significant increases, with improvements in the scores for repairs, communication with tenants and treating tenants fairly and with respect.
However, we know there’s room for improvement and in the coming months we’ll be reviewing the results with colleagues to identify actions, including looking at where scores differ by specific groups.
Take a look at some of our headline results below and thanks to everyone who completed the survey!
Satisfaction by age group
The survey showed older residents (65+) had higher levels of satisfaction in almost all areas including:
overall satisfaction
satisfaction with time taken to complete last repair
satisfaction that their home is well maintained
satisfaction that they're treated fairly and with respect
Tenants aged 35 – 49 appear to be the less satisfied with our services, and we’ll be doing additional research to understand why.
Satisfaction by disability status
Tenants with a disability reported lower satisfaction scores across several measures, including:
satisfaction that communal areas are clean and well maintained
satisfaction that we make a positive contribution to neighbourhoods
satisfaction with our approach to handling ASB
being kept informed and treated fairly
We’re committed to improving these scores to make sure our services are inclusive and we can adapt to tenants’ needs.
Satisfaction by property type
Tenants who live in bungalows reported higher satisfaction with the service overall and across a range of measures linked to repairs and how we communicate with tenants.
This year’s results showed lower scores from tenants living in houses for a range of measures, including:
satisfaction that their home is well maintained
satisfaction that we're listening and acting on their views
making a positive contribution to their neighbourhood
Satisfaction by tenancy length
This shows a mixture of results with those having a tenancy with us for under a year scoring more highly on a range of measures, including:
overall customer satisfaction
satisfaction that they’re treated fairly and with respect
Both those who’ve held a tenancy with us for under a year and over 21 years showed positive scores in how we maintain their home.
However, those who’ve held a tenancy with us for 3-10 years showed lower scores in a range of measures including:
our approach to handling anti-social behaviour
satisfaction that their home is safe
Satisfaction by area
Tenants in the North East and Dearne area rated the highest score for overall satisfaction at 79% and were generally more satisfied across a range of measures. However, residents in the South area rated lower scores for:
overall satisfaction
satisfaction that their home is well maintained
being kept informed
We’re keen to understand why our TSM results show differences in how tenants in each area view our services and we'll work with colleagues to make improvements.
Satisfaction by ethnic background
Tenants from racially and ethnically diverse backgrounds showed higher levels of satisfaction across a few measures including:
being treated fairly and with respect
making a positive contribution to their neighbourhood
satisfaction that their home is well maintained
However, tenants from a White British background showed lower scores on a range of measures, including:
satisfaction with our approach to handling anti-social behaviour
satisfaction that we listen to views and act on them
satisfaction that their home is well maintained
Read more on our results
Frequently asked questions about the tenant satisfaction survey
We conduct a tenant satisfaction survey. This survey is carried out every year as part of the annual Tenant Satisfaction Measures from the Regulator of Social Housing. Every year all social housing landlords must publish a range of standard tenant satisfaction information which will include some of the results from this survey.
1,900 tenants receive an invitation to take part in the survey. This is either by a postal questionnaire (with freepost envelope), or an email invitation to an online survey.
Emails will come from ‘Berneslai Homes Survey’ (noreply-berneslai@arpsurveys.co.uk) and text messages from 07860 017314.
All non-respondents will receive text message reminders (if a mobile number is available) and following this, all non-respondents will also receive a postal reminder.
We want to know what our tenants think about the services we provide. The results will help us measure satisfaction in previous years and if we need to make any actions or service improvements. In addition, the government requires all landlords to do this survey every year.
Simply return the questionnaire in the freepost envelope and with your permission, you will be automatically entered into the draw to win 1 x £100, 1 x £50 or 2 x £25 in shopping vouchers. This code is printed on the paper copies and contained in the unique links sent by email and text.
Please call ARP Research for free on 0800 020 9564, or email support@arp-research.co.uk
The email also contains a link to unsubscribe if you don’t want to receive any further emails, and if you receive a text message you can reply STOP to achieve the same thing.
Yes. Please call ARP Research for free on 0800 020 9564, or email support@arp-research.co.uk
Alternatively, the survey can be completed online at www.arpsurveys.co.uk/berneslai
The questionnaire can be sent back in any envelope to the following address:
Freepost RTZK-RGZT-BSKU
ARP Research
PO Box 5928
Sheffield
S35 5DN
If you would still like a replacement envelope, please call ARP Research for free on 0800 020 9564, or email support@arp-research.co.uk
Some tenants will have received an invitation to take part by email or text message. These contain a unique link that will log them in automatically to the survey and allow you to continue where you left off. The email also contains a link to unsubscribe if you want to receive no further emails.
Technical support is available by email to support@arp-research.co.uk or by calling ARP Research on 0800 020 9564.
The online survey is also available at the following address: www.arpsurveys.co.uk/berneslai. Please type in your unique code found on the paper questionnaire and covering letter or register your email address, house number, and postcode.
The survey has been sent to a representative sample of Berneslai Homes tenants. The sample has been randomly selected by ARP and is big enough to make sure we get statistically reliable results whilst also representing value for money.
This is a recommended way of doing a survey like this and enables us to keep costs down. If you haven't been invited to take part this year but would like to do so, you can still take part by going online and completing the survey at www.arpsurveys.co.uk/berneslai
The text survey is in addition to the postal survey, so please complete and return the paper version instead.
To make sure that our survey is independent, we've asked ARP Research to carry it out for us. ARP specialise in running surveys like this for housing providers across the country. This is the same as when we employ contractors to carry out repair work on our behalf.
ARP are not allowed to use your contact details for any reason other than running this survey and conform to the General Data Protection Regulation (GDPR) and the Market Research Society Code of Conduct.
We’re required by the government to complete this survey every year. We get a research company to carry it out to make sure the survey is independent and reliable. The survey costs approximately £11,960.
If you want to know specific details about how the survey has been designed or is being run or want to speak to ARP Research directly please call them for free on 0800 020 9564, or email support@arp-research.co.uk