Tenant Satisfaction Measures 2025/2026
The Social Housing (Regulation) Act 2023 requires Councils to publish information every year about how it has performed.
The Social Housing 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 or about the service they have received.
| Performance Indicator | Outcome 2023/2024 | Outcome 2024/2025 | Outcome 2025/2026 |
|---|---|---|---|
|
Response Repair Delivered in Target Timescale Emergencies / 24 hours None Emergency |
90% 83% |
95.21% 80.51% |
99.7% 82.6% |
|
Number of properties which do not meet the Decent Homes Standard |
40 | 43 | 12 |
|
Anti Social Behaviour Cases Per 1000 homes |
96 | 125.4 | 156 |
|
Number of ASB cases involving hate incidents per 1000 homes |
0 | 0 | 0 |
|
Complaints at Stage 1 Per 1000 homes |
14 | 23.2 | 30.7 |
|
Proportion of complaints at Stage 1 responded to in 10 working days |
88.9% | 100% | 93.7% |
|
Complaints at Stage 2 Per 1000 homes |
0.8 | 2.7 | 4.3 |
|
Proportion of complaints at Stage 2 responded to in 20 working days. |
100% | 85.7% | 45.5% |
|
Asbestos safety checks |
All complete | All complete | All complete |
| Gas safety checks | 100% completed | 100% completed | 100% complete |
| EICR | N/A | N/A | 1 outstanding (now complete) |
| Water safety checks | All complete | All complete | All complete |
| Fire Risk Assessments | All complete | All complete | All complete |
|
Tenant Satisfaction Survey Question |
Outcome 2023 | Outcome 2024 | Outcome 2025 |
|---|---|---|---|
|
Overall satisfaction with the housing service |
79% | 81.8% | 83.7% |
|
Satisfaction with repairs service |
84% | 88.7% | 86.5% |
|
Satisfaction with the time taken for the most recent repair |
80% | 79.5% | 83.1% |
|
Satisfied that the home is well maintained |
79% | 80.1% | 83.5% |
|
Satisfaction that the home is safe |
81% | 84.3% | 86.3% |
|
Satisfied that the landlord listens to tenants views and acts upon them |
68% | 70.9% | 73.3% |
|
Satisfaction that the landlord keeps tenants informed about things that matter to them |
71% | 75.4% | 76.4% |
|
Agreement that the landlord treats tenants fairly and with respect |
77% | 81.9% | 82.1% |
|
Satisfaction with the landlord’s approach to handling complaints |
40% | 42.9% | 46% |
|
Satisfaction that the landlord keeps communal areas clean and well maintained |
74% | 75.7% | 80.3% |
|
Satisfaction that the landlord makes a positive contribution to the neighbourhood |
64% | 67.1% | 70.8% |
|
Satisfaction with the landlord’s approach to handling anti social behaviour |
46% | 54.1% |
59.7% |
Summary of Approach
The Council sought its satisfaction feedback from tenants using a postal survey which is carried out on our behalf by Stratford-on-Avon District Council, who collate all the data from the response to allow the anonymity of the tenants responding. 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.
The first survey collection was the 3rd of October 2025 with the last survey collection on the 5th of December 2025. As an incentive for filling out the survey all tenant details from returned surveys were entered into a draw by Stratford-on-Avon District Council, the first drawn was awarded a £75.00 gift voucher with the next 3 drawn each receiving a £25.00 gift voucher.
2523 tenants were sent a questionnaire. 526 tenants responded to the survey to give us their views. The methodology was a census giving each tenant the opportunity to give their views. 61 of those responding live in sheltered accommodation.
The survey asks the questions which are required by the Regulator for Social Housing and others which help us understand tenants’ views about our service.
Summary Of Representativeness
| Housing Type | Relevant tenant population (% total) | Total survey responses (% total) |
|---|---|---|
| Sheltered housing | 7% | 12% |
| General needs housing | 93% |
88% |
The survey asks the questions which are required by the Regulator for Social Housing and others which help us understand tenants’ views about our service.