Tenant Satisfaction Survey 2024-25
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.
Who conducted the survey and who was surveyed?
The TSM Surveys were completed via telephone interviews but also allowed tenants to complete the survey online. The surveys were carried out by Acuity Research & Practice Ltd, an accredited organisation that provides research services in the social housing sector. Gravesham Borough Council also carried out face-to-face interviews
We decided not to exclude any of our properties/tenancies from the survey.
Out of the possible 5,600 properties/tenancies we successfully received responses back from 742 tenants, equating to approximately 13.3% 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 742 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 5 November 2024 through to 4 February 2025 to allow us to contact as many people as possible.
Read the report about our approach to the tenant satisfaction measures.
Representativeness of responses
The results were not weighted but 91% of the surveys were completed by tenants living in general needs accommodation, and who live in a variety of type of property. This allowed us to get a better understanding of overall satisfaction.
Read the full report of 2024-25 tenant satisfaction measures.