Tenant Satisfaction Measures

Are you happy with Eastlight? Does our repairs service meet your needs? Do you feel safe at home? Do we listen to you?

Every month, these questions and more are posed to residents on our behalf by an organisation called Acuity Research & Practice. The results, which are called Tenant Satisfaction Measures (TSMs), show where you are happy with the homes and services we provide - and where we need to make improvements.

All housing associations like Eastlight must report these to the Regulator of Social Housing, which in April 2024 received more powers to ensure landlords meet the needs of residents.

You know better than anyone what you need to be safe and happy in your home, and these surveys are one opportunity to tell us whether we are meeting your expectations.

We will use your feedback to identify where we need to make improvements and introduce them.

Every month, an organisation called Acuity Research & Practice will contact a sample of Eastlight residents to ask them to complete a survey about our services.

It will include a variety of questions ranging from the type of services you receive to the way we communicate with you.

Acuity will contact you by phone via the number 01376 435016. Taking part is completely optional.

If you are contacted, you can choose to remain anonymous and/or decline follow-up contact after completing the survey.

However, if you feel comfortable linking your name with your answers, it helps Eastlight better understand your individual opinions and where needed, take action on your feedback.

Other Tenant Satisfaction Measures, such as how often we complete repairs on time and whether your homes meet the Decent Homes standard, are collected by us.

We asked residents a set of core questions about the services Eastlight provides, with some questions tailored to their circumstances. For example, residents may have been asked different questions depending on whether they rent or are a shared owner, whether they had reported a repair, made a complaint, or live in a building with communal areas.

We also asked some additional questions to help us better understand residents’ experiences, views and overall satisfaction. This feedback helps us identify what is working well and where we need to do more to improve homes, communities and the services we provide.

To read more about the questions asked, you can read the full TSM questionnaire here.

Eastlight commissioned independent research company TLF Research to carry out its 2025/26 Tenant Satisfaction Measures (TSM) survey on behalf of residents and shared owners.

The survey was conducted monthly between April 2025 and March 2026 using a combination of telephone and online questionnaires.

For tenants, a representative sample was selected using a random sampling approach while, for shared owners, a census approach was used to maximise participation.

The survey was designed and delivered in line with the requirements set out by the Regulator of Social Housing and Market Research Society (MRS) guidelines.

The tenant and shared owner results were checked to ensure they were representative of Eastlight's resident population across factors such as age, gender, ethnicity, tenure and location.

Responses were analysed independently by TLF Research and reported as percentages of customers who were satisfied with each service area.

Eastlight publishes these results annually to provide transparency about service performance and to help identify areas where improvements can be made.

To read our full methodology, please see this report here.