Read our approach to how we measure tenant satisfaction. This information relates specifically to how we approached the 2024 to 2025 survey.
A total of 1068 responses were received for the 2024-25 survey.
The survey ran for 7 weeks opening on Monday 23 September and closing on Sunday 18 November 2024.
- Collection methods
- Method selection
- Census 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 2024-25 survey:
- 939 tenants completed the survey online
- 129 returned a paper survey in the post
Method selection
Both electronic and paper survey methods provided the following benefits:
- Allowed tenants to complete the survey at a time convenient to them
- Allowed tenants the privacy to respond honestly and in greater detail
- Ensured supporting documents such a privacy notices were easily accessible
Inviting the majority of tenants to participate electronically also offered:
- Real time tracking of response rates and interim results
- Ease of sending reminders
- Reduced printing and postage costs
- Lesser need for costly manual inputting of surveys or potential transcription errors
Both methods include contact details for requesting support with completing the survey including large print or alternative languages. All participants have the option to complete the survey in a paper form, online or by phone if preferred.
Census method
After spending time over the last few years collating and maintaining better electronic contact details for tenants, the 2024-25 survey allowed us to reach out to all relevant households – totalling 7099 lead tenants.
Summary of the assessment of representativeness of the sample against the 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. Below summarises the results however for age and gender characteristics it is 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 all bandings 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 40-55 banding where there was a clear underrepresentation.
Tenants in the 16 to 24 banding were also somewhat underrepresented with around a third of the tenant population recorded as responding.
| Age | % tenant population | % survey represented | % overall satisfaction | % age satisfaction |
|---|---|---|---|---|
| 16-24 | 3.8 | 1.3 | 59.5 | 57.1 |
| 25-39 | 23.9 | 17.4 | 59.5 | 42.7 |
| 40-55 | 29.7 | 17.4 | 59.5 | 50 |
| 56-59 | 8.9 | 11.6 | 59.5 | 67.2 |
| 60-64 | 9.1 | 12.5 | 59.5 | 64.7 |
| Over 65 | 24.5 | 38.8 | 59.5 | 76.4 |
Results for gender
The proportions of male and female survey respondents is a fair representation of the tenant population. With males marginally overrepresented and females marginally underrepresented. Similar to previous years, some improvement could be made in the response from tenants identifying as an other or non-binary gender.
| Gender | % tenant population | % survey represented | % overall satisfaction | % gender satisfaction |
|---|---|---|---|---|
| Female | 62.5 | 61.2 | 59.5 | 61.1 |
| Male | 35.3 | 37 | 59.5 | 66.4 |
| Other | 1.2 | 0.5 | 59.5 | n/a |
| Prefer not to say | NC | 1.4 | 59.5 | n/a |
Results for patch
Most patches were within a 1% difference between tenant population and survey respondent population.
Five patches had a greater than 1% difference - Patch 02, Patch 03, Patch 04, Patch 05, and Patch 21.
Patch 17 received incomplete responses.
| Patch | % tenant population | % survey represented | % overall satisfaction | % patch satisfaction |
|---|---|---|---|---|
| Patch 01 - Central 01 | 5.1% | 4.8% | 59.5 | 69.2 |
| Patch 02 - Central 02 | 6.3% | 7.7% | 59.5 | 37.5 |
| Patch 03 - Central 03 | 6.6% | 5.4% | 59.5 | 55.6 |
| Patch 04 - Central 04 | 6.6% | 4.5% | 59.5 | 61.5 |
| Patch 05 - Central 05 | 4.5% | 6.4% | 59.5 | 61.8 |
| Patch 06 - Central 06 | 3.4% | 3.6% | 59.5 | 65.5 |
| Patch 07 - Central 07 | 8.7% | 8.7% | 59.5 | 65.8 |
| Patch 09 - Central 09 | 0.6% | 0.5% | 59.5 | 80.0 |
| Patch 10 - Central 10 | 0.7% | 0.3% | 59.5 | 100.0 |
| Patch 12 - West 02 | 7.4% | 6.5% | 59.5 | 56.9 |
| Patch 13 - West 03 | 6.4% | 7.4% | 59.5 | 55.6 |
| Patch 14 - West 04 | 5.1% | 5.3% | 59.5 | 68.2 |
| Patch 15 - West 05 | 2.7% | 2.9% | 59.5 | 46.4 |
| Patch 16 - West 06 | 2.7% | 2.7% | 59.5 | 62.5 |
| Patch 17 - West 07 | 0.0% | 0.4% | 59.5 | n/a |
| Patch 18 - West 08 | 1.5% | 1.6% | 59.5 | 84.6 |
| Patch 19 - East 01 | 6.3% | 6.6% | 59.5 | 63.6 |
| Patch 20 - East 02 | 5.8% | 5.4% | 59.5 | 47.9 |
| Patch 21 - East 03 | 6.5% | 5.3% | 59.5 | 54.5 |
| Patch 22 - East 04 | 3.7% | 4.1% | 59.5 | 64.7 |
| Patch 23 - East 05 | 3.3% | 3.6% | 59.5 | 46.9 |
| Patch 24 - East 06 | 4.1% | 4.1% | 59.5 | 68.4 |
| Patch 26 - East 08 | 0.6% | 0.8% | 59.5 | 75.0 |
| Patch 27 - East 09 | 0.7% | 0.8% | 59.5 | 71.4 |
| Patch 28 - East 10 | 0.5% | 0.2% | 59.5 | 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
There were no exceptions made.
Reasons for not meeting the required sample size
The survey was sent to 7099 people and received 1068 responses, which is about 15% of the total group. While not everyone responded, this is still a good-sized sample that allows us to make some general conclusions about the larger group.
With this sample size, we can be about 95% confident in the results. This means that if we ran this survey 100 times, about 95 times the results would be within a certain range — called the margin of error.
For this survey, the margin of error is around +/-2.8%. So, for example, if 60% of people said they liked something, the true number in the whole group is likely between about 57.2% and 62.8%. This meets the required minimum margin of error for our stock size.
Type and amount of incentives offered to tenants to encourage engagement
In 2024-25, the offer of incentives to tenants to encourage survey completion was removed.
Other methodological issues likely to affect reported tenant perception measures
None known.