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Tenant Satisfaction Surveys

We want to be the best landlord we can be. To do that, we need to understand what we are doing well, and what we need to improve.

That's why we do Tenant Satisfaction Surveys, for our tenants to tell us what they think. 

Here’s all the information!

We do this survey to improve our service to you.

The Tenant Satisfaction Survey is an important part of our Tenant Satisfaction Measures, or TSMs for short. The TSMs help social housing tenants understand how their landlord is performing over the past 12 months.

The Regulator for Social Housing requires all social landlords to carry out annual TSMs.

We ask our tenants for their view on how we have done over the last 12 months.

We then use the answers we receive to identify where we need to make improvements.

We also publish the results, so that everyone can see how our tenants think we are doing.

Hopefully the end result is that everyone will see improvements in the services we provide. See below for how we responded to the most recent set of results.

Survey specialists We Love Surveys help us do the survey.

They survey is a few set questions, plus opportunities to tell us more. It only takes a few minutes to complete.

We do not ask for personal details or private information. Tenants can respond anonymously. And we analyse all the responses we receive together, not individually. We want tenants to be, and feel able to be, completely honest in their answers.

We also prompt our tenants to respond to the survey across all our housing services.

Every tenant we have a mobile number receives a text to complete the survey. A reminder text will also be sent. We also call people for whom we have a landline phone number, but no mobile number.

The survey is also available by speaking to us (including to request a paper copy), or it can be completed online.

Here are the questions asked in the most recent survey: Tenant Satisfaction Survey 2024/25 Questions

Our next survey will open here on January 20. See you then!

Our last survey closed on Feb 14, 2025.

Last year’s results, and what we did in response

If you responded to the last survey, thank you for your time. Tenant feedback is essential to shaping our housing services.

We listened carefully to your concerns in the survey results, and acted on them. Here's an outline of what you told us, and the steps we have taken to improve your experience. Detailed results are included below.

Overall Satisfaction

You Said:

Overall satisfaction with housing services was 56.7%, an increase on the previous year. Key concerns included repairs, communication, communal areas, feeling safe, and complaints handling.

We Did:

  • We developed a comprehensive improvement plan addressing these areas. Our focus is on delivering better repairs, clearer communication, stronger tenant engagement, and enhanced safety measures.
  • We created a Performance Dashboard to more effectively manage repairs performance and identify any trends, there is ongoing improvement in the timeliness of repairs
  • We’ve identified backlogs across roofing and fencing jobs and have brought in additional contractor support to deliver on these.
  • We have published our repairs priority timescales.
  • We created and circulated the first Annual Report for 2 years and will create this every year
  • We have purchased new systems that will be shortly implemented to improve diagnosis of the repair you require and also better scheduling of our workforce
  • We have established a new Caretaking Service to properly clean and maintain our communal areas that have been neglected

Complaints Handling

You Said:

Satisfaction with complaints handling was 21.7%. Tenants feel ignored, with poor communication and unresolved issues.

We Did:

  • Reviewed our complaints process in line with the Housing Ombudsman Code.
  • Significantly improved response times and resolution rates.
  • Recruited a dedicated Complaints Officer to ensure accountability and better communication.

Repairs

You Said:

Repairs are a major concern. While satisfaction was relatively high at 66.7%, comments show frustration with delays, poor workmanship, and lack of communication.

We Did:

  • We created a new Performance Dashboard that has illustrated significant improvement in the timeliness of our repairs, although there are still improvements to be made.
  • Focused also on improving contractor performance.
  • Committed to co-designing improvements with tenants through engagement sessions.

Listening to Tenants

You Said:

Tenants feel the council does not listen or act on their views (44.4% satisfaction).

We Did:

  • We are finalising proposals for formal and informal engagement opportunities
  • Created a post of Senior Tenant Engagement Officer and set up training and budgets for tenants who get involved.
  • Acted on additional comments from surveys to shape service delivery.
  • Created the Annual Housing Report and circulated to all households.
  • Published our performance on our website.

Communication

You Said:

Communication is inconsistent. Many tenants feel uninformed (48% satisfaction).

We Did:

  • Published an improved Annual Housing Report with clear performance data.
  • Introduced quarterly housing performance review reports to Councillors and updated our website with performance data.
  • Launched SMS updates for repairs
  • We are developing a new tenant portal for real-time updates, rent statements, and service information.

Communal Areas

You Said:

Communal areas are not consistently clean or maintained (42.4% satisfaction).

We Did:

  • Introduced a new caretaker service for all 276 blocks.
  • Caretakers now conduct inspections, fire safety checks, and enhanced cleaning using council-approved products.

Anti-Social Behaviour

You Said:

Anti-social behaviour is not being handled effectively (40.6% satisfaction).

We Did:

  • Provided additional training for the Neighbourhood Team.
  • Improved duty line coverage for easier reporting.
  • Added an online ASB reporting section with clearer guidance on what we can and cannot do.
  • Better Collaboration with our partners that led to resolutions on a number of long term cases.

Feeling Safe

You Said:

You want to feel safer in your homes - 61.7% satisfaction, but concerns remain about maintenance and security.

We Did:

  • Invested in property safety upgrades, including intercom systems and door replacements.
  • Created a new mould and damp team to tackle the issues raised.
  • Continued our programmes of fire door replacement
  • Continued to service gas installations and electrical systems
  • Developed a programme to replace all of our outdated lifts

The 2024-25 survey results

 

Further reading

As a social landlord, we are accountable to the Regulator of Social Housing.

The regulator has recently introduced a national standard for assessing the performance of social landlords in providing good quality homes and services in England.

To help measure performance against that new standard, the regulator has introduced ‘tenant satisfaction measures’, which social landlords must gather and report annually.

This survey forms part of those measures, by gathering tenants’ views and opinions looking back over the last 12 months.

More info from GOV.UK: ​Transparency, Influence and Accountability (including Tenant Satisfaction Measures) - GOV.UK

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