Our annual tenant satisfaction survey
Each year we employ a specialist research company to ask a random sample of tenants what they think about our services.
This is our Tenant Satisfaction Measures (TSMs) survey and used to be called the STAR survey.
ARP Research carry out our annual tenant satisfaction survey to help us understand tenant satisfaction with the services we provide.
The 2025-26 TSM survey was sent to a sample of 3,800 tenants and we had a good response rate of 31%.
View our latest Tenant Satisfaction Measures results.
What the survey tells us
Overall satisfaction with our services has increased to 77.0% compared to 75.2% in 2024 and our score is above our peers when compared against similar landlords.
Five out of the twelve TSM regulatory measures show significant increases, with improvements in the scores for repairs, communication with tenants and treating tenants fairly and with respect.
However, we know there’s room for improvement and in the coming months we’ll be reviewing the results with colleagues to identify actions, including looking at where scores differ by specific groups.
Take a look at some of our headline results below and thanks to everyone who completed the survey!
Satisfaction by age group
The survey showed older residents (65+) had higher levels of satisfaction in almost all areas including:
overall satisfaction
satisfaction with time taken to complete last repair
satisfaction that their home is well maintained
satisfaction that they're treated fairly and with respect
Tenants aged 35 – 49 appear to be the less satisfied with our services, and we’ll be doing additional research to understand why.
Satisfaction by disability status
Tenants with a disability reported lower satisfaction scores across several measures, including:
satisfaction that communal areas are clean and well maintained
satisfaction that we make a positive contribution to neighbourhoods
satisfaction with our approach to handling ASB
being kept informed and treated fairly
We’re committed to improving these scores to make sure our services are inclusive and we can adapt to tenants’ needs.
Satisfaction by property type
Tenants who live in bungalows reported higher satisfaction with the service overall and across a range of measures linked to repairs and how we communicate with tenants.
This year’s results showed lower scores from tenants living in houses for a range of measures, including:
satisfaction that their home is well maintained
satisfaction that we're listening and acting on their views
making a positive contribution to their neighbourhood
Satisfaction by tenancy length
This shows a mixture of results with those having a tenancy with us for under a year scoring more highly on a range of measures, including:
overall customer satisfaction
satisfaction that they’re treated fairly and with respect
Both those who’ve held a tenancy with us for under a year and over 21 years showed positive scores in how we maintain their home.
However, those who’ve held a tenancy with us for 3-10 years showed lower scores in a range of measures including:
our approach to handling anti-social behaviour
satisfaction that their home is safe
Satisfaction by area
Tenants in the North East and Dearne area rated the highest score for overall satisfaction at 79% and were generally more satisfied across a range of measures. However, residents in the South area rated lower scores for:
overall satisfaction
satisfaction that their home is well maintained
being kept informed
We’re keen to understand why our TSM results show differences in how tenants in each area view our services and we'll work with colleagues to make improvements.
Satisfaction by ethnic background
Tenants from racially and ethnically diverse backgrounds showed higher levels of satisfaction across a few measures including:
being treated fairly and with respect
making a positive contribution to their neighbourhood
satisfaction that their home is well maintained
However, tenants from a White British background showed lower scores on a range of measures, including:
satisfaction with our approach to handling anti-social behaviour
satisfaction that we listen to views and act on them
satisfaction that their home is well maintained
Read more on our results
Frequently asked questions about the tenant satisfaction survey
This survey is carried out every year as part of the annual Tenant Satisfaction Measures from the Regulator of Social Housing. Every year all social housing landlords must publish a range of standard tenant satisfaction information which will include some of the results from this survey.
The surveys will be completed twice during 2026, once in July/August and once in November/December.
In each period, a small number of tenants who can’t be contacted by phone will get a paper survey. They can also choose to complete the survey online. Around 600 tenants will be contacted by phone in each period.
Telephone calls will come from 01908 047 948, which is the number for the Prevision Research Call Centre in Milton Keynes.
We want to know what tenants think about the services we provide. The results will help us measure satisfaction in previous years and if we need to make any actions or service improvements. In addition, the government require all landlords to do this survey every year.
Our research company, ARP Research, and their partner Prevision Research, will call you to ask the survey questions. To make sure they are speaking to the right person, they may ask for your name. They will not ask for bank details or any other sensitive personal information.
Telephone calls will come from 01908 047 948, which is the number for the Prevision Research Call Centre in Milton Keynes.
Calls are made anytime between 10am and 9pm, Monday to Friday.
Please telephone ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk.
Yes, simply contact ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk. Alternatively, the survey can be completed online at www.arpsurveys.co.uk/berneslai.
The questionnaire can be sent back in any envelope to the following address: Freepost RTZK-RGZT-BSKU, ARP Research, PO Box 5928, Sheffield S35 5DN.
If you would like a replacement envelope, please contact ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk.
Simply return the questionnaire in the freepost envelope, complete the survey online or by telephone, and your unique code will be automatically entered into the draw to win 1 x £100, 1 x £50 or 2 x £25 in shopping vouchers. Only one entry is allowed per household.
Technical support is available by e-mail to support@arp-research.co.uk or by telephone on 0800 020 9564.
The online survey is available to all tenants at the following address: www.arpsurveys.co.uk/berneslai. Please type in your unique code found on the paper questionnaire and covering letter. Alternatively, you will be able to register using your email address, house number and post code.
We only ask a random sample of tenants to take part in each survey. This helps us get reliable feedback without needing to contact everyone at the same time. We run the survey twice a year, so you may be invited to take part in a future survey.
If you haven’t been invited this time but would still like to share your views, you can complete the survey online at www.arpsurveys.co.uk/berneslai.
If you would like to take part but can’t complete the survey online, please email your name, address and telephone number to support@arp-research.co.uk. ARP Research will then contact you by phone to complete the survey.
To make sure that our survey is independent, we have asked ARP Research and their partner Prevision Research to carry it out for us. ARP specialise in running surveys like this for housing providers across the country. This is the same as when we employ contractors to carry out repairs on our behalf.
ARP can only use your contact details for this survey. They must follow data protection laws and current legislation, including GDPR, and the Market Research Society Code of Conduct.
ARP Research removes any link between you and your answers as soon as they can. Berneslai Homes will not be able to see who gave each response unless you clearly agree to this in the survey.
We are required by the government to complete this survey every year. We get a research company to carry it out to make sure the survey is independent and reliable.
Please telephone ARP Research on Freephone 0800 020 9564, or email support@arp-research.co.uk.