Our annual satisfaction survey is coming

From 1 July, we’re opening this year’s Tenant Satisfaction Measures (TSM) survey. You may be contacted by an independent research agency, Pexel.

Pexel will contact a sample of Sparrow shared owners by phone over the coming weeks. The survey takes around 10 minutes and asks the same questions as last year, so we can measure what’s changed.

Why we’re asking

Last year, 513 of you took part in our first survey, sharing how satisfied you are with the service you receive from Sparrow.

You told us what’s working - that you feel your home is safe and that it’s becoming easier to get in touch when you need us. You also highlighted where we need to improve, particularly in how complaints are handled, how well we keep you informed, and whether we listen and act on your feedback.

We’ve listened. And we’ve started to make changes.

Since the last survey, we’ve:

• improved how we handle complaints, with a clearer process and more consistent approach

• made it easier to get in touch and resolve issues

• introduced instant text message satisfaction surveys so we can act on feedback earlier

• expanded our Customer Scrutiny Panel so more customers can shape decisions

• increased our presence in communal areas, to help ensure they are clean, safe and well maintained, with more regular visits and monthly safety checks

This work isn’t finished. But it’s moving in the right direction.

The real-time feedback we collect through our instant surveys shows satisfaction rising to over 60% so far this year — an early sign that these changes are beginning to be felt.

Your feedback

Your feedback helps us understand how satisfied you are with our service — and where we need to improve. It also helps us assess how well we keep you informed about the things that matter to you.

The survey looks at your experience across areas such as:

• how easy it is to get in touch

• whether you feel listened to and that we act

• how well we keep you informed

• and how issues, including complaints, are handled

Your feedback helps us see what’s working, what isn’t, and where we need to focus next.

What to expect

If you’re selected, you’ll be contacted by Pexel directly. You can take part straight away or arrange a time that suits you. As a thank you for your time, you’ll automatically be entered into a prize draw to win one of three £100 vouchers.

What happens next

We’ll publish the results in full and share them with you and the Regulator. We’ll be clear about what’s improved, what hasn’t, and what we’re doing next — because progress needs to be visible.

If you’re invited to take part, we’d really value your time. It helps shape what we do next.