Our TSM Scores 23-24

Your home is the most important place, and you should expect Freebridge to ensure it is safe, up to standard and that you have a voice in the services you receive.

Our Survey Approach

More than 500+ randomly selected customers from our 6,763 low cost rental accommodation properties were asked to complete our Tenant Satisfaction Measures survey by phone or online.

Our tenant perceptation measures are subject to a 4% margin of error and a 95% confidence level. No tenants were excluded from our data collection. No weighting was necessery as the sample was representative of the total population.

How are TSM's collected?

A stratified random sample was used, including 537 tenants. These were collected with 288 telephone calls and 249 online submissions with data collected during two waves, between July 2023 - Feb 2024 by our external contractor TLF Research who followed MRS (Market Research Society) guidelines and collected, generated and validated our measures.

No incentives were used and all respondants were fully informed on the purpose of the questionaire.

Our Results

A copy of our questionnaire can be found here.

Based on the first Tenant Satisfaction Survey results and in collaboration with your Customer Ambassadors and Service Champions, we've identified and begun implementing some changes following our results.

Here’s what we’ve done so far as a result of the myFreebridge focus groups, workshops, and consultations:

•          Launched the Repairs Survey: After every repair, we collect your feedback to find areas for improvement.

•          Working towards improving repairs to your home: We introduced a new Repairs Scheduling System and partnered with Travis Perkins on a plant, waste and materials service to enhance efficiencies.

•          Enhanced Reception Experience: We now have an “On-Duty” team to aid the receptionist in resolving your queries promptly.

•          Piloted an ASB Roadshow: This initiative informs customers on how Freebridge and third parties can support you in addressing anti-social behaviour (ASB).  We are now running a roadshow in August visiting Downham Market, Hunstanton & King's Lynn.

Now the team is focusing on:

•          Customer satisfaction with Freebridge’s complaint handling.

•          Customer satisfaction with the overall repair service.

•          Customer satisfaction with how Freebridge listens to, and acts on tenant views.

In the first quarter their focus has been on improving repair quality and communication processes.

We'll update you on our progress next year!