Tenant Satisfication Measures 2025
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How we completed our Tenant Satisfaction Measure (TSM) surveys with our customers
In 2024/25 2,374 surveys were completed for Low Cost Rental Accommodation (LCRA) customers and 551 surveys were completed for Low Cost Home Ownership (LCHO) customers. The achieved sample size is in line with The Regulator’s Tenant Survey Requirements.
It should be noted that 17 LCHO customers declined to answer the question “Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord” despite completing the rest of the survey with varying degrees of satisfaction. Of the 2,374 LCRA customers to complete the survey, none declined to answer that question.
A rolling survey was conducted monthly throughout the year with the exception of December. The first LCRA survey was completed on April 5th 2024 and the final LCRA survey was completed on March 17th 2025. LCHO surveys commenced on April 16th 2024 with the final survey also being completed on March 17th 2025.
100% of surveys were completed via phone calls with a monthly sample of customers being sent to our survey partners, CX-Feedback who are owned by Target Applications Ltd. This sample was selected based on the month the customer’s tenancy started, for example all calls made in March were to customers where their tenancy start date was March in a previous year. All customers living in homes owned and managed by Aster Group were included in the samples. The phone calls were conducted by PEXEL, a partner of CX-Feedback’s.
Completed surveys are largely representative of the demographics selected by Aster, those being age band, needs category, region and entity. Where representativeness falls outside of a 5% tolerance, satisfaction of over-represented groups compares similarly to under-represented groups and therefore no weighing has been applied. A breakdown of representativeness for the selected categories for both LCRA and LCHO can be found in the graphics below, and where representativity falls outside of a 5% tolerance, the comparison of satisfaction for under-represented and over-represented groups has been added to demonstrate why weighting has not been applied.
No households were removed due to the exceptional circumstances outlined in paragraph 63 of the tenant survey requirements.
No incentives were offered for customers to complete surveys.
Survey Example