Publication of English Rural’s 2024/25 Tenant Satisfaction Measures Report

English Rural is pleased to announce the publication of our 2024/25 Tennant Satisfaction Measures Report, which has been informed by nearly 500 of our tenants and over 140 shared owners who took the time to share their views on our work, culture and experience.

The survey, independently conducted by Acuity Research & Practice, gathered insights on everything from home maintenance to communication and neighbourhood satisfaction. We’re proud to share the results and celebrate the areas where we’re doing well—and also acknowledge and identify where we can do better.

Highlights from the 2024/25 Report
Here’s what you told us:

Home & Repairs

• 84% of tenants feel their home is safe.
• 74% are satisfied with how well their home is maintained.
• 79% of tenants who had a repair in the last year are happy with the overall repairs service.
• 75% are satisfied with the time taken to complete their most recent repair.

Maintenance & Safety

• 100% of required fire, asbestos, and lift safety checks were completed.
• 99% of gas safety checks were completed.
• 0% of homes failed to meet the Decent Homes Standard.

Communication & Engagement

• 82% say English Rural is easy to deal with.
• 76% feel they are treated fairly and with respect.
• 68% feel well-informed about matters that affect them.
• 61% believe we listen to and act on their views.

Community & Neighbourhood

• 53% believe we make a positive contribution to their neighbourhood.
• 52% are satisfied with how we handle antisocial behaviour.

Would You Recommend Us?

• 53% of tenants would recommend English Rural to others.
• Our Net Promoter Score stands at +31, a strong indicator of resident satisfaction.

What You Told Us to Improve
We also heard your suggestions to:

• Improve the repairs service, relating to contractor performance and response times.
• Enhance communication and value for money.
• Address neighbourhood concerns like parking and grounds maintenance.
• Invest in home improvements such as kitchens and bathrooms.

What’s Next?
We’re committed to:

• Using your feedback to improve services like repairs, communication, and neighbourhood upkeep.
• Involving residents in shaping future improvements.
• Continuing to listen, learn, and grow together.

Thank you to everyone who participated. Your voice is helping us build stronger, safer, and more connected communities.

We invite you to read the full report here and stay tuned for updates on how we’re turning your feedback into action!