How our tenants think we're doing
Tenant satisfaction measures help show how well social housing landlords are doing at providing good quality homes and services. They help tenants hold their landlords to account and we must show the results of our surveys.
Tenant Perception Measures Survey 2023/2024
The 2023/2024 survey was carried out as part of our regulatory requirements. This was our first tenant perception survey and we will now conduct and publish the results every year.
|
Reference number |
What we asked our tenants |
Percentage of satisfied responses from tenants |
|
TP01 |
Overall satisfaction |
66.4% |
|
TP02 |
Satisfaction with Repairs |
68.3% |
|
TP03 |
Satisfaction with time take to complete most recent repair |
67.0% |
|
TP04 |
Satisfaction that home is well maintained |
64.7% |
|
TP05 |
Satisfaction that home is safe |
72.5% |
|
TP06 |
Satisfaction that Redbridge Housing Services listen to views and acts upon them |
55.7% |
|
TP07 |
Satisfaction that Redbridge Housing Services keeps tenants informed about things that matter |
71.3% |
|
TP08 |
Satisfaction that Redbridge Housing Services treats tenants fairly and with respect |
73.4% |
|
TP09 |
Satisfaction with Redbridge Housing Service’s approach to complaints |
24.1% |
|
TP10 |
Satisfaction that Redbridge Housing Services keeps communal areas clean and well maintained |
65.0% |
|
TP11 |
Satisfaction that Redbridge Housing Services makes a positive contribution to neighbourhood |
69.7% |
|
TP12 |
Satisfaction that Redbridge Housing Services approach to handling Anti-Social Behaviour |
59.7% |
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 |
|
RP01 |
Homes that do not meet the Decent Homes Standard |
15 |
|
RP02.1 |
Non-emergency repairs completed within target timescale |
95.3 |
|
RP02.2 |
Emergency repairs completed within target timescale |
100 |
|
BS01 |
Gas safety checks completed |
99.8 |
|
BS02 |
Fire safety checks completed |
98.5 |
|
BS03 |
Asbestos safety checks completed |
100 |
|
BS04 |
Water safety checks completed |
100 |
|
BS05 |
Lift safety checks completed |
99.4 |
|
CH01.1 |
Number of Stage 1 complaints relative to the size of the landlord (number of complaints per 1,000 properties) |
43.7 |
|
CH01.2 |
Number of Stage 2 complaints relative to the size of the landlord (number of complaints per 1,000 properties) |
10.6 |
|
CH02.1 |
Stage 1 complaints responded to within Complaint Handling Code timescales |
72.7 |
|
CH02.2 |
Stage 2 complaints responded to within Complaint Handling Code timescales |
70.8 |
|
NM01.1 |
Anti-social behaviour cases relative to the size of the landlord (number of cases per 1,000 properties) |
12.8 |
|
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 |
Methodology for Tenant Perceptions Survey 2023/2024
Achieved Sample Size:
The total number of responses collected was 1805.
Timing of Survey:
The survey was conducted from 1 May 2023 to 31 March 2024.
Collection Methods:
Data was collected through telephone, online and postal surveys. 89% of surveys were completed by telephone, 8% were completed online and 4% were completed by post.
Sample Method:
A census approach was utilized.
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
