Your Homes Newcastle

Measuring Tenant Satisfaction in housing services

for Housing Association

Your Homes Newcastle provides homes to over 25,000 households in the North East of England. To help plan services and improve customer experience, YHN commissioned Social Engine to carry out a large-scale customer survey, investigating tenant experiences and attitudes, as well as gathering key characteristics and personal data.

The survey used a multi-channel approach to gain insights into tenants’ views, targeting customers via an online survey, post and phone calls.

The survey resulted in over 5,000 responses, exceeding targets, and offered invaluable insights that are going to provide a robust benchmark for new Tenant Satisfaction Measures and inform YHN’s future service provision.