Read our approach to how we measure tenant satisfaction. This information relates specifically to how we approached the 2023 to 2024 survey.
A total of 934 responses were received for the 2023 to 2024 survey.
The survey ran for 8 weeks opening on Monday 4 September and closing on Sunday 29 October 2023.
- Collection methods
- Sample method
- Summary of assessment of sample representativeness against relevant tenant population
- Weighting applied to generate the reported perception measures - including characteristics used
- Role of any named external contractors in collecting, generating, or validating the reported perception measures
- Number of tenant households within the relevant population excluded due to the exceptional circumstances
- Reasons for not meeting the required sample size
- Type and amount of incentives offered to tenants to encourage engagement
- Other methodological issues likely to affect reported tenant perception measures
Collection methods
Where an email address is available tenants are invited to take part electronically by completing the survey online through SurveyMonkey. The remaining tenants are mailed a paper survey with a free post return envelope. Any paper surveys received are manually input into the SurveyMonkey questionnaire through a separate entry link.
For the 2023 to 2024 survey:
- 620 tenants completed the survey online
- 314 returned a paper survey in the post
Both methods include contact details for requesting support with completing the survey. All participants have the option to complete the survey in a paper form or online.
Sample method
A randomly selected representative sample of 5,999 tenants (from 7,353 total lead tenants) were contacted to take part in the 2023 to 2024 survey.
For the past few years we've been incrementally increasing the amount of tenants we send the survey to. During this time we've been collating and maintaining better electronic contact details of tenants and hope to take a census approach in 2024 to 2025 where all households are invited to participate.
Summary of assessment of sample representativeness against relevant tenant population
Assessment of representativeness was carried out for age, gender and patch area.
These areas were selected in this initial assessment due to the availability of data, however, more may be included on future surveys.
The results for age, gender and patch (council housing area) are summarised here, however for age and gender characteristics it's difficult to surmise if certain groups are underrepresented, as around 16% of respondents opted not to share this information.
Results for age
Tenants in the 55 and over age bandings were well represented, with some having a greater proportion of survey respondents.
Tenants in the 25 to 55 age bandings had a fair representation, but were below the tenant population particularly for the 25 to 39 banding.
Tenants in the 16 to 24 banding were somewhat underrepresented, with around a third of the tenant population recorded as responding.
| Age | % tenant population | % survey represented | % overall satisfaction | % age satisfaction |
|---|---|---|---|---|
| 16 to 24 | 3.8 | 1.1 | 69.9 | 70.0 |
| 25 to 39 | 25.1 | 14.9 | 69.9 | 56.1 |
| 40 to 55 | 29.7 | 22.5 | 69.9 | 62.2 |
| 56 to 59 | 8.6 | 9.5 | 69.9 | 75.3 |
| 60 to 64 | 8.8 | 8.1 | 69.9 | 74.7 |
| 65 and above | 24 | 27 | 69.9 | 84.2 |
| Prefer not to say | Not clear | 0.5 | 69.9 | 20.0 |
| Unknown age | Not clear | 16.4 | 69.9 | 64.0 |
Results for gender
The proportions of male and female survey respondents is a fair representation of the tenant population. Although both a little lower, this is likely to be due to almost 17% not sharing this information. Some improvement could be made in the response from tenants identifying as "other gender."
| Gender | % tenant population | % survey represented | % overall satisfaction | % gender satisfaction |
|---|---|---|---|---|
| Female | 63.2 | 53.5 | 69.9 | 68.1 |
| Male | 35.6 | 28.1 | 69.9 | 77.2 |
| Other | 1.1 | 0.2 | 69.9 | Not applicable |
| Prefer not to say | Not clear | 1.4 | 69.9 | 38.5 |
| Unknown gender | Not clear | 16.8 | 69.9 | 63.5 |
Results for patch
Most patches (council housing areas) were within a 1% difference between tenant population and survey respondent population.
4 patches had a greater than 1% difference and 4 received no responses, these are highlighted below.
| Patch | % tenant population | % survey represented | % overall satisfaction | % patch satisfaction |
|---|---|---|---|---|
| Patch 01 - Central 01 | 5 | 5.6 | 69.9 | 59.6 |
| Patch 02 - Central 02 | 6 | 6.7 | 69.9 | 70.7 |
| Patch 03 - Central 03 | 6.4 | 6.6 | 69.9 | 78.0 |
| Patch 04 - Central 04 | 6 | 6.1 | 69.9 | 71.7 |
| Patch 05 - Central 05 - received no responses | 5.3 | 3.9 | 69.9 | 61.3 |
| Patch 06 - Central 06 | 3.2 | 4.1 | 69.9 | 81.6 |
| Patch 07 - Central 07 | 2.9 | 2.8 | 69.9 | 60.0 |
| Patch 08 - Central 08 | 2.8 | 2.9 | 69.9 | 68.0 |
| Patch 09 - Central 09 | 1.2 | 0 | 69.9 | Not applicable |
| Patch 10 - Central 10 | 0.2 | 0 | 69.9 | Not applicable |
| Patch 11 - West 01 - received no responses | 7.5 | 9.9 | 69.9 | 72.1 |
| Patch 12 - West 02 - received no responses | 5.8 | 7.5 | 69.9 | 61.5 |
| Patch 13 - West 03 | 6.4 | 5.6 | 69.9 | 64.0 |
| Patch 14 - West 04 | 4.7 | 3.9 | 69.9 | 79.4 |
| Patch 15 - West 05 | 2.3 | 1.9 | 69.9 | 70.6 |
| Patch 16 - West 06 | 2.4 | 3.3 | 69.9 | 83.3 |
| Patch 17 - West 07 | 0.2 | 0.1 | 69.9 | Not applicable |
| Patch 18 - West 08 | 1.5 | 0.7 | 69.9 | 85.7 |
| Patch 19 - East 01 | 5.8 | 6.7 | 69.9 | 81.4 |
| Patch 20 - East 02 | 5.2 | 4.5 | 69.9 | 55.0 |
| Patch 21 - East 03 | 5.7 | 6.4 | 69.9 | 70.4 |
| Patch 22 - East 04 | 3.8 | 4.2 | 69.9 | 61.1 |
| Patch 23 - East 05 | 3 | 2.6 | 69.9 | 58.3 |
| Patch 24 - East 06 | 2.7 | 1.9 | 69.9 | 77.8 |
| Patch 25 - East 07 - received no responses | 2.4 | 1.2 | 69.9 | 70.0 |
| Patch 26 - East 08 | 1.2 | 0.7 | 69.9 | 100.0 |
| Patch 27 - East 09 | 0.1 | 0 | 69.9 | Not applicable |
| Patch 28 - East 10 | 0.5 | 0 | 69.9 | Not applicable |
| Unknown | Not clear | 0.2 | 69.9 | 50.0 |
Weighting applied to generate the reported perception measures - including characteristics used
No weightings were applied.
Role of any named external contractors in collecting, generating, or validating the reported perception measures
The Survey is conducted by the Business Intelligence Hub, independently of Housing Services. No external contractors are used to conduct or validate the survey.
Number of tenant households within the relevant population excluded due to the exceptional circumstances
The were no exceptions made.
Reasons for not meeting the required sample size
The 2023 to 2024 results are statistically significant to within a +/- 4.1% margin of error, so the “true” answer, if all tenants had responded, we can be 95% confident it will be within +/- 4.1% of the percentages quoted.
This is consistent with our stock size being in the 2,500 to 9,999 category.
Type and amount of incentives offered to tenants to encourage engagement
In 2023 to 2024, as with previous years, all returned surveys were entered into a random prize draw to win one of three £100 vouchers. However, the offer of incentives to encourage participation is an area under review for future surveys due to the potential of this leading to:
- significant financial implications
- attracting reward seekers
- introduction of survey bias
This review is driven by our commitment to maintain fiscal responsibility while striving for operational efficiency.
Other methodological issues likely to affect reported tenant perception measures
None known.