Tenant Satisfaction Measures

The Regulator of Social Housing requires us to publish a summary of the tenant perception survey approach used to generate our published tenant perception measures. 

External contractor

We contracted an external research organisation called TLF Research to deliver the survey. TLF Research responsibilities included distributing the survey, collating responses, analysis of data, checking accuracy, reliability and validity of data, and presentation of the results.  

Who was surveyed

The relevant tenant population for the purpose of the tenant perception survey included households residing in Low Cost Rental Accommodation (LCRA) dwelling units owned by the Council.

Survey timing

The survey happened at a single point in time; carried out over a six week period from 31st July and 10th September 2023.

Type of survey

A mixed method approach was used by means of telephone, online and postal survey methodology. Tenant households were contacted either by phone, email, text or post to invite them to take part. 

Sampling approach

A census style approach was used for the survey. An invitation to take part in the survey was sent to tenants (4,199 surveys requests). 

There were no tenant households excluded from the sample due to exceptional circumstances where there are significant capacity issues or health and safety risks that cannot be reasonably surmounted.

Survey questions, response options and survey structure

View the Tenant Satisfaction Survey used for the tenant satisfaction measures.

All of the survey questions, response options and the structure requirements were met. In addition to the prescribed set of questions, the survey included five additional questions inviting qualitative commentary in order to better understand the drivers for satisfaction, as follows:

• Why did the tenant household give their overall satisfaction score? (after Q1)
• Thinking about the overall repairs service, what can the Housing Team do to improve how it handles repairs to your home? (Q4a)
• Thinking about the overall complaints process, what can the Housing Team do to improve how it handles complaints? (Q11a)
• Thinking about the communal areas where you live, is there anything the Housing Team can do to improve these areas? (Q13a)
• What can the Housing Team do to improve how it handles anti-social behaviour?

Survey promotion

The survey was promoted in the tenant and leaseholder Link newsletter, on the Council’s website, by letter and email, and on the Council’s social media platforms to encourage participation. 

Incentives

No incentives were offered to tenants to encourage survey completion, as it was considered that, as a census approach was being used, there would be enough surveys sent out to generate enough responses.

Accessibility and barriers to responding

In accordance with the Council’s Equality and Diversity Document Framework, information about the tenant perception survey was offered in alternative formats to people with sensory needs including or where English is not their first language, including: 

• Braille, audio tape and large print versions of documents 
• British Sign Language interpreting 
• Documents translated into other languages
• Telephone and face-to-face language interpreting
• Calls can be received via Relay UK.

There were no requests received for alternative formats and translations.

Achieved sample size

Based on the Council’s stock size, the Regulator of Social Housing guidelines indicate a minimum of 522 responses were needed to ensure that results have a minimum statistical margin error of +/-4% (at 95% confidence level). A total of 822 surveys were returned (739 complete and 83 partially complete). This number of responses is well within the prescribed margin of error with a 95% confidence level. The Council is 95% confident that the overall % of respondents who are satisfied is within +/-3.1%.

Responses by survey method

Representativeness of responses

A survey that has met the sample size requirements can still be biased if groups of tenants who on average have higher satisfaction (for example older tenants) are over-represented in the sample (or vice versa). 

In this year’s survey, the achieved sample for the survey was not representative of the tenant population; therefore, the responses were weighted by age group to ensure the tenant perception measures reported are representative as far as possible. 

Weighting data is a technique used to adjust the data collected from a sample to reflect the total population.

In order to match the sample data to the desired population proportions, it is necessary to calculate how much weight needs to be applied to each group in the sample.

The weighting factor is calculated by dividing the population proportions by sample proportions.

The weighting factors are applied to the sample data proportions through multiplications.

The weighted data proportions of age group now match the population’s proportions.