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.
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.