Strong Results from Tenant Satisfaction Measures Survey Highlight Positive Impact at YMCA – Heart of England

Residents at Harry Watton House and Will Steel House, two of the supported housing projects run by YMCA – Heart of England in Aston, have given resoundingly positive feedback in the latest Tenant Satisfaction Measures (TSM) survey, sent out this past August. The results reflect the charity’s ongoing commitment to creating safe, supportive, and welcoming homes for people in need of specialist housing.

The survey, conducted in line with national Tenant Satisfaction Measures guidance, invited tenants to share their views on key aspects of life at their respective sites. Areas covered included the quality of accommodation, responsiveness of staff, communication, safety, and overall satisfaction with services.

The findings were encouraging:

• High overall satisfaction with living experience at YMCA – HofE: Almost 80% of participants have expressed extreme satisfaction at their overall living experience in a YMCA property. 
• High satisfaction with staff support: Tenants praised the approachability, empathy, and professionalism of on-site staff, with 84% marked as “extremely satisfied”. 
• Safe and secure environment: Respondents reported feeling comfortable and secure within the scheme, with 86% giving safety a rating of 5/5.
• Quality of housing services: Tenants expressed satisfaction with repairs and maintenance, as well as the cleanliness and overall upkeep of the building.
• Services Provided: 70% of respondents have expressed their satisfaction with the services provided by the project.

One tenant commented: “The staff is good and friendly, and they help us with many different things.”

YMCA – Heart of England welcomed the results, noting that they not only celebrate the successes of the Aston sites, but also provide valuable insights for continuous improvement. We take constructive criticism and feedback at heart and strive to improve our services to give our residents the best possible living experience.  

We are delighted that tenants feel supported and valued at Will Steel House and Harry Watton House said. Our aim is to provide more than just accommodation – we want to offer a foundation for people to rebuild their lives, develop independence, and feel part of a caring community. These results show we’re moving in the right direction.

The charity plans to share the findings across its services and use the feedback to strengthen good practice. Regular tenant surveys remain a cornerstone of YMCA – Heart of England’s approach to delivering high-quality, person-centred supported housing.