Tenant Satisfaction Survey 2023-24
The Regulator of Social Housing requires us to publish a summary of the tenant perception survey approach used to generate our published tenant perception measures.
View a copy of the survey conducted.
Who conducted the survey and who was surveyed?
In-house resources were used for the survey. This included both our Housing staff and use of other teams (e.g., the customer service team) to support the outbound call making to reach as many people as possible.
We decided not to exclude any of our properties/tenancies from the survey.
Out of the possible 5,673 properties/tenancies we successfully received responses back from 1,266 tenants, equating to approximately 22.3% response rate. Each household was only permitted to complete one survey.
Based on the Council’s stock size, the Regulator of Social Housing guidelines indicate a minimum of 567 responses were needed to ensure that results have a minimum statistical margin error. A total of 1,226 surveys were returned. This number of responses is well within the prescribed margin of error with a 95% confidence level.
The Survey
The survey ran from 1 April 2023 through to 31 March 2024 to allow us to contact as many people as possible. Therefore, every tenant had an opportunity to take part.
We used a variety of methods to collect the survey data. Of the surveys completed,
- 512 were by telephone.
- 183 were by website/internet submission.
- 508 were in person.
- 63 were by post.
We used a variety of methods to promote the survey including:
- Promoting it in the quarterly tenant newsletter
- On rent statements with a QR code to the website
- Outbound calling to tenants
- Door knocking
- Social media posts
To encourage participation, we carried out a quarterly random draw for £100 of vouchers each quarter.
How did we do
Our 2023/2024 end of year results:
|
Measure |
Result |
|---|---|
|
Overall satisfaction |
75.4% |
|
Satisfaction with repairs |
71.6% |
|
Satisfaction with time taken to complete most recent repair |
66.4% |
|
Satisfaction that home is well maintained |
74.9% |
|
Satisfaction that you feel safe at home |
79.6% |
|
Satisfaction that your landlord listens and acts |
63.6% |
|
Satisfaction that your landlord keeps you well informed |
75.2% |
|
Agree that your landlord is fair and respectful |
79.9% |
|
Satisfaction with complaint handling |
29.6% |
|
Satisfaction that communal areas are kept clean and well maintained |
71.1% |
|
Satisfaction that your landlord makes a positive contribution |
66.2% |
|
Satisfaction with landlord’s handling of anti-social behaviour |
54.0% |
Overall satisfaction
|
Measure |
Result |
|---|---|
|
Proportion of respondents who report that they are satisfied with the overall service from their landlord |
75.4% |
Keeping properties in good repair
|
Measure |
Result |
|---|---|
|
Proportion of homes that do not meet the Decent Homes Standard |
14.0% |
|
Proportion of non-emergency responsive repairs completed within the landlord's target timescales |
89.0% |
|
Proportion of emergency responsive repairs completed within the landlord's target timescales |
100% |
|
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service |
71.6% |
|
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair |
66.4% |
|
Proportion of respondents who report that they are satisfied that their home is well maintained |
74.9% |
Maintaining building safety
|
Measure |
Result |
|---|---|
|
Proportion of homes for which all required gas safety checks have been carried out |
100% |
|
Proportion of homes for which all required fire risk assessments have been carried out |
100% |
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out |
100% |
|
Proportion of homes for which all legionella risk assessments have been carried out |
100% |
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out |
100% |
|
Proportion of respondents who report that they are satisfied that their home is safe |
79.6% |
Respectful and helpful engagement
|
Measure |
Result |
|---|---|
|
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them |
63.6% |
|
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them |
75.2% |
|
Proportion of respondents who report that they agree their landlord treats them fairly and with respect |
79.9% |
Effective handling of complaints
|
Measure |
Result |
|---|---|
|
Number of stage one complaints received per 1,000 homes |
17.9 |
|
Number of stage two complaints received per 1,000 homes |
1.9 |
|
Proportion of stage one complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
84.3% |
|
Proportion of stage two complaints responded to within the Housing Ombudsman's Complaint Handling Code timescales |
90.9% |
|
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling |
29.6% |
Responsible neighbourhood management
|
Measure |
Result |
|---|---|
|
Number of anti-social behaviour cases opened per 1,000 homes |
4.2 |
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
0 |
|
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained |
71.1% |
|
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood |
66.2% |
|
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour |
54.0% |
Representativeness of responses
The results were weighted depending on whether the property was for General Needs or Independent Living, with the latter being weighted as 10.75% as this is the percentage of our stock that is allocated to this. This is with the understanding that the older residents are generally happier with the service provided that our General Needs stock. This allowed us to get a better understanding of overall satisfaction. This calculation was used in all questions, so the General Needs figure was the dominant one with 89.25% of the unweighted score. The 10.75% of the Independent Living score was then added to this to create the overall figure.