Tenant Satisfaction Measures
The Social Housing (Regulation) Act 2023 requires Councils to publish information every year about how it has performed.
The Regulator will use the information to assess the Council’s performance and compare it with other landlords. The Council is committed to providing good services for tenants and will be seeking ways to improve both its performance and satisfaction ratings.
We welcome any comments or feedback that tenants have about our performance returns.
| Performance Indicator | 2024 | 2025 |
|---|---|---|
|
Response Repair Delivered in Target Times Our target timescales for 2024/2025 were 28 days for a routine repair and 24 hours for an emergency. |
- | - |
| 28 days | 83% | 80.3% |
| Emergencies/24 hours | 90% | 95.2% |
| Number of properties which do not meet the Decent Hoes Standard | 40 | 43 |
| Asbestos safety checks | All complete | All Complete |
| Gas safety checks | 100% of annual services completed | 100% of Annual services Completed |
| Water safety checks | All complete | All Complete |
| Fire Risk Assessments | All complete | All Complete |
| Number of ASB cases open per 1000 homes | 96 | 125.4 |
| Number of ASB cases that involve hate incidents per 1000 homes | 0 | 0 |
| Number of stage 1 complaints per 1000 homes | 14 | 23.2 |
| Proportion of stage 1 within the Housing Ombudsman complaints handling code | 88.9% | 100% |
| Number of stage 2 complaints per 1000 homes | 0.8 | 2.7 |
| Proportion of stage 2 within the Housing Ombudsman complaints handling code | 100% | 85.7% |
| Complaints relative to the size of the landlord |
35 at stage 1 2 at stage 2 |
60 at stage 1 7 at stage 2 |
| Tenant Satisfaction Survey Question | 2024 | 2025 |
|---|---|---|
| Overall satisfaction with the housing service | 79% | 81.8% |
| Satisfaction with repairs service | 84% | 88.7% |
| Satisfaction with the time taken for the most recent repair | 80% | 79.5% |
| Satisfied that the home is well-maintained | 79% | 80.1% |
| Satisfaction that the home is safe | 81% | 84.3% |
| Satisfied that the landlord listens to tenants views and acts upon them | 68% | 70.9% |
| Satisfaction that the landlord keeps tenants informed about things that matter to them | 71% | 75.4% |
| Agreement that the landlord treats tenants fairly and with respect | 77% | 81.9% |
| Satisfaction with the landlord's approach to handling complaints | 40% | 42.9% |
| Satisfaction that the landlord keeps communal areas clean and well maintained | 74% | 75.7% |
| Satisfaction that the landlord makes a positive contribution to the neighbourhood | 64% | 67.1% |
| Satisfaction with the landlord's approach to handling anti-social behaviour | 46% | 54.1% |
The Council sought its satisfaction feedback from tenants using a postal survey. We have used a postal survey for many years and have found it productive in receiving the number of returned surveys we require to ensure our results are valid. We do offer an option for tenants to respond using e-mail but most return the paper form in the post.
2530 tenants were sent a questionnaire. 543 tenants responded to the survey to give us their views.
The methodology was a sample not a consensus.
The survey asks the questions which are required by the Regulator for Social Housing and other which help us understand tenants’ views about our service.