Lord Mayor Praise for Satisfaction Survey Results

Leeds Jewish Housing Association has been commended for a dramatic uptick in satisfaction ratings from residents in our homes.

The Tenant Satisfaction Measures (TSM) standard requires all registered providers, such as LJHA, to generate and report TSMs as specified by the Regulator of Social Housing. Registered providers must collect and provide information to support effective scrutiny by tenants of their landlord’s performance in managing their homes and neighbourhoods.

At the start of this year, LJHA carried out a detailed Tenant Satisfaction Survey with all residents. The survey was carried out with the aim of calculating annual satisfaction scores. A total of 218 LJHA residents took part in the survey, which was carried out by telephone. The survey was carried out by an independent company called Service Insights.

The survey found that overall customer satisfaction is at 86.9%, a increase of 4% from 2025. That is a large shift from recent years, as over the past two years, it has seen increases of approximately 20% in all 12 metrics. This change has not gone unnoticed, as LJHA staff were invited to Leeds Civic Hall by the Lord Mayor, Councillor Dan Cohen, in recognition of their hard work.

The Lord Mayor said:

“I’m very lucky in that I live in north Leeds, and so I’ve seen it firsthand, spoken to your residents face-to-face, and witnessed in a real, meaningful way the transformation,” he said.

“I wanted to recognise, on behalf of the city, that movement, that change, that journey. Senior leadership was clear that this is not a normal level of improvement. This is dramatic, sustained and impactive.”

A summary of the results can found below: