Listening, learning, improving: what our tenants and clients told us

At Jewish Blind & Disabled, we place huge value on what our tenants and service users tell us — because their experience is the most important measure of whether we’re getting it right.

This year’s tenant survey and Independent Living Advisory Service (ILA) feedback show that our impact is being felt where it matters most: in people’s homes, in their independence, and in their day-to-day wellbeing.

Independent Living Advisory Service: Support That Makes a Real Difference

In 2025 so far, everyone we supported through our ILA service said the same thing: it helped.

• 100% were very satisfied or satisfied with the service they received
• 100% said the advice we gave is helping them stay independent at home
• 92% have now secured the adaptations they need (We’re working hard to help the remaining 8%, advocating for them with local authorities and statutory services until those changes are made).

Tenant Survey 2025: Outstanding Satisfaction Across the Board

This year, we received more responses than in 2024 — and the results speak volumes.

• 99% of tenants said they are satisfied with the overall service provided by JBD (That’s compared to an average of 71.3% across England and Wales)
• 96% said their House Manager service was excellent
• 95.5% agreed that their apartment meets their needs and enables them to live independently
• 93.5% were satisfied with the repairs service (Compared to the national average of 72.3% for social housing providers)

When repairs were carried out by our in-house maintenance team, satisfaction jumped even higher:

• 89.5% satisfied with repairs overall
• 95.5% satisfaction when carried out by JBD’s own maintenance team (Compared to just 72.3% satisfaction among wider social housing tenants — Regulator of Social Housing, 2024)

What Happens Next

We’re proud of this feedback — but we’re not complacent. Every response is helping us fine-tune and improve what we offer.

• We’re following up directly with any tenants who raised concerns
• Full results will be analysed for service improvement
• We’ll be sharing outcomes and progress with tenants via our Foundations newsletter and forums

Because when people tell us how we’re doing, we listen — and we act.
That’s what building trust, independence, and safe homes really looks like.

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