Our performance

As well as the standard 12 TSM questions we asked, as stated in the previous tab, we also asked additional questions which varied depending on the type of homes people live in.

Additional questions, and residents asked

Additional questions

To what extent do you agree or disagree with the following statements about Your Housing Group?

In terms of the building you live in, to what extent do you agree or disagree Your Housing Group keeps you safe in terms of the following:

Please tell us how strongly you agree or disagree with the following statements:

     We carried out the majority of the TP surveys between July 2023 and February 2024, led by our Customer Insight Team. Senior housing managers were always present too in order to deal with any issue that may have arisen. A smaller number were acquire by email or face-to-face conversations. 

Low Cost Rental Accommodation (LCRA)

We have of 23,938 LCRA homes, and in order to ensure a reliable result, we were required to carry out at least 1,021 LCRA surveys. This would allow us to ensure a maximum margin of error of 3% and a confidence level of 95%.

We surveyed more than was required, speaking to 1,874 LCRA residents, meaning our margin of error was only 2.17% whilst still achieving a confidence level of 95%. 

Low Cost Home Ownership (LCHO)

We have of 2,173 LCHO homes and were required to carry out a minimum of 327 LCHO surveys in order to achieve a maximum margin of error of 5% and a confidence level of 95%.

We surveyed 351 LCHO residents, giving us a 4.79% margin of error, and a confidence level of 95%. 

We also asked PriceWaterhouseCooper (PWC) to carry out an audit of how we gathered our data to give us assurance that we were getting the process right, as well as providing an opportunity for us to take on any recommendations on how we could get better.

In short, we didn't. All our residents were randomly selected using  technology. The only time we adjusted this was to ensure we balanced out the areas and types of residents for fairer representation, but again this was random to those 'types'. 

Please read the section on 'weighting' for further information. 

The regulations mean we have to 'weight' our scores in accordance with our resident 'type'. This is to ensure that all residents are represented, with no under or over representation. 

YHG has three main resident types. Those aged 55+ who live in retirement living and sheltered housing, those who live in our supported homes, such as young people facing homelessness in our foyers or families in need, and those who fall into a 'general' group who live in a flat or house, with no additional services provided as part of their tenancy.  

Explanation

In looking at the example of LCRA, we can see from the results that, generally speaking, the 55+ and supported residents are more satisfied. This is often due to things such as buildings feeling more secure and contained and the presence of YHG on site, giving more access to services.

However, these two resident types were slightly over-represented in the survey, and we therefore had to weight our scoring so that general residents surveys still accounted for 82% of our reported scores.

This meant that for every general resident survey undertaken, we gave it a weighted score of 1.34 (see weighted score column).  This resulted in an overall weighted satisfaction score of 74% which is what has been reported to the Regulator of Social Housing.

LCHO has been calculated using the exact same method, albeit just two resident types in 55+ and general residents.

a.    We entered all residents who completed a survey into a prize draw, and we awarded a total of £200 in £50 vouchers to four residents. Read the full report for further information. 

b    We didn't use any external parties to carry out our surveys, and therefore we didn't breach any areas of confidentiality. 

Sample survey for those aged 55+ living in high-rise flats 

Sample survey for those living in supported housing (i.e., young people's foyers)