Some 1,200 tied tenants will be contacted by independent research firm Ipsos, representing 15% of all tied tenants from the ‘big six’ pubcos that operate within the pubs code - Admiral Taverns, Greene King, Marston’s, Punch, Star and Stonegate.
The survey aims to promote and incentivise fairness in the tied business relationship.
It will focus on areas including tenant awareness and understanding of their rights under the pubs code, views about information received by new tenants and experience with rent negotiations, repairs and premises insurance.
The 2024 survey revealed more than one in five (21%) tenants of the ‘big six’ were dissatisfied with the relationship with their pubco.
Marston’s had the highest overall satisfaction score at more than three quarters (79%) followed by Admiral at 78% and Greene King with 77%.
Previous results
Stonegate tenants were the least satisfied at just under half (47%), while Star Pubs (64%) and Punch (61%) were both above the 60% mark.
PCA Fiona Dickie said: “Understanding tenant views is a crucial part of the PCA’s role and the tied tenant survey is our way of ensuring tenants can have their say.
“I’m pleased the 2025 survey is now live and will be open until mid-March.
“Out of the 1,203 tenants interviewed in 2024, 63% were satisfied with their tenant relationship while 21% were dissatisfied and we want to track any change in those figures.
“The insight gained from the survey showed tenant satisfaction related to good communication and the relationship with the business development manager or area manager, listening and responding to issues quickly, providing fair and transparent information, giving freedom and being supportive during the cost-of-living crisis.
“However, some areas identified by tenants as a cause of dissatisfaction included a lack of support or one-sided relationship; little to no contact with the business development manager; and slow repairs or disputes with repairs and dilapidations schedules.”
New survey
Dickie added she will be looking for signs of improvement in the 2025 survey results.
She said: “[We] will be exploring in more detail tenant satisfaction with how pub companies handle repairs, as we know this has been an area of concern for tied tenants in previous surveys.
“Having a greater understanding of tenants' views will help pub companies tackle these issues. The PCA aims to drive up standards, celebrating where pub companies are doing well while highlighting areas for improvement.
“The data we gather is essential for pub companies to track changes, improve their practices and ensure healthier relationships with tenants.
“Your feedback will directly contribute to shaping a better experience for tied tenants across the industry.”
The 2025 results are expected to be published in the summer.
