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 Indicators and Outcomes
Performance Indicator    
Response Repair Delivered in Target Times 2024 2025
28 days 83% 80.3%
Emergencies/24 hours 90% 95.2%
Number of properties which do not meet the Decent Hoes Standard 40 51
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
Complaints relative to the size of the landlord 37 received over the year

60 at Stage 1

7 at Stage 2

Complaints responded to within Ombudsman code timescales 32 66 - 1 stage 2 was outside of the timescales

 

Tenant Satisfaction Survey Questions and Outcomes
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 survey asks the questions which are required by the Regulator for Social Housing and other which help us understand tenants’ views about our service.

NWBC Tenant Satisfaction Survey 2023

Tenant Satisfaction Survey Questionnaire 2023