Important×

Our improved Redbridge Council website

We have improved our website to help you find information and access what you need more easily. If you find something that is not working properly or have any feedback, please let us know.

Give us your feedback

How our tenants think we're doing

We carry out an annual Tenant Perception Measures Survey as part of the regulatory requirements set by the Regulator of Social Housing. 

The survey collects your views and experiences which helps us to deliver the highest possible standard of service. 

We'll publish the results each year to make sure we’re transparent and making improvements that keep your needs at the centre of everything we do.

See the questions from the tenant perception measures survey

 

Reference number What we asked our tenants Percentage of satisfied responses from tenants (2023-2024) Percentage of satisfied responses from tenants (2024-2025)
TP01

Overall satisfaction

66.4%

65.8%

TP02

Satisfaction with Repairs

68.3%

70.3%

TP03

Satisfaction with time take to complete most recent repair

67%

69.7%

TP04

Satisfaction that home is well maintained

64.7%

66.7%

TP05

Satisfaction that home is safe

72.5%

71.6%

TP06

Satisfaction that Redbridge Housing Services listen to views and acts upon them

55.7%

54.7%

TP07

Satisfaction that Redbridge Housing Services keeps tenants informed about things that matter

71.3%

73.3%

TP08

Satisfaction that Redbridge Housing Services treats tenants fairly and with respect

73.4%

73.8%

TP09

Satisfaction with Redbridge Housing Service’s approach to complaints

24.1%

25.4%

TP10

Satisfaction that Redbridge Housing Services keeps communal areas clean and well maintained

65%

66.8%

TP11

Satisfaction that Redbridge Housing Services makes a positive contribution to neighbourhood

69.7%

70.7%

TP12 Satisfaction that Redbridge Housing Services approach to handling Anti-Social Behaviour

59.7%

61.4%

 

Management information measures

There are 10 management information measures across four areas. They are collected as landlord and management data.

 

Landlord measure reference Description of standard Percentage 2023-2024 Percentage 2024-2025

RP01

Homes that do not meet the Decent Homes Standard

99.8%

99.4%

RP02.1

Non-emergency repairs completed within target timescale

98.5%

96.2%

RP02.2

Emergency repairs completed within target timescale

100%

100%

BS01

Gas safety checks completed

99.8%

99.4%

BS02

Fire safety checks completed

98.5%

96.2%

BS03

Asbestos safety checks completed

100%

100%

BS04

Water safety checks completed

100%

99%

BS05

Lift safety checks completed

99.4%

93.5%

CH01.1

Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties)

43.7%

54.9%

CH01.2

Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties)

10.6%

18.6%

CH02.1

Stage 1 complaints responded to within Complaint Handling Code timescales

72.7%

76.5%

CH02.2

Stage 2 complaints responded to within Complaint Handling Code timescales

70.8%

45%

NM01.1

Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties)

12%

13.1%

NM01.2

Anti-social behaviour cases that involve hate incidents, relative to the size of the landlord (number of cases with hate incidents per 1,000 properties)

0.2%

3.2%

 

Methodology for tenant perceptions survey 2024/2025

Achieved sample size

The total number of responses collected was 1784.

Timing of survey

The survey was conducted from 19 April 2024 to 18 March 2025.

Collection methods

Data was collected through telephone and online. 95% of surveys were completed by telephone and 5% were completed online.

Sample method

A census approach was utilised.

Assessment of representativeness

Summary: The representativeness of the sample was assessed against the relevant tenant population. This assessment considered characteristics such as age, gender, and housing type to ensure that the sample accurately reflected the demographics of our tenant base.

Weighting applied

Weighting was not applied to the survey

Role of external contractor

Contractor Name: KWEST Research

Responsibilities: The external contractor was responsible for collecting, generating, and validating the reported perception measures.

Exclusion of tenant households

No tenant households were excluded from the sample frame due to exceptional circumstances.

Meeting sample size requirements

There were no failures to meet the required sample size requirements as stipulated.

Incentives for survey completion

No incentives were offered to tenants to encourage survey completion.

Methodological issues

There were no additional methodological issues identified that are likely to have a material impact on the tenant perception measures reported.