Tenant Satisfaction Measures

Results from the council's 2023/24 Tenant Satisfaction Measures survey

All council tenants were invited to complete a satisfaction survey in October 2023 as part of the Regulator for Social Housing's new system to assess the standard of services and quality of homes provided by social landlords in England.

The council has now published the results for the 2023/24 Tenant Satisfaction Measures survey.

Based on the responses, the overall satisfaction score from tenants who completed the survey was 74.4 per cent.

We intend to use the feedback from tenants to prioritise improvements to services during 2024/25.

You can read the results on the following pages or download the results, together with the covering letter which was sent to tenants with the survey, the survey itself, and a summary of how the council conducted the survey.

Download the Tenant Satisfaction Measures survey results for 2023/24

Download the Tenant Satisfaction Measures survey

Download the Tenant Satisfaction Measures survey covering letter

Download the summary of how the council conducted the Tenant Satisfaction Measures survey

Tenant perception

Question	Results
Proportion of respondents who report that they are satisfied with the overall service from their landlord.	74.4%
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.	79.8%
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.	77.8%
Proportion of respondents who report that they are satisfied that their home is well maintained.	75.9%
Proportion of respondents who report that they are satisfied that their home is safe.	82.8%
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.	64.4%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.	69.3%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect.	77.7%
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.	41.5%
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.	73.3%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.	57.1%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.	47.8%

Building safety

Question	Results
Proportion of homes for which all required gas safety checks have been carried out.	98.2%
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.	99%
Proportion of homes for which all required 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%

Anti-social behaviour

Question	Results
Number of anti-social behaviour cases, opened per 1,000 homes.	27.1%
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	0.0%

Decent homes/repairs

Question	Result
Proportion of homes that do not meet the Decent Homes Standard.	0%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.	66.9%
Proportion of emergency responsive repairs completed within the landlord’s target timescale.	74.1%
Overall satisfaction with repairs.	75.8%

Complaints

Question	Result
Number of stage one complaints received per 1,000 homes.	37
Number of stage two complaints received per 1,000 homes.	3
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.