Tenant Satisfaction Measures Results
Tenant Satisfaction Measures results
The Tenant Satisfaction Measures help us to understand your views about our housing services.
We are working hard to improve our services for you and are pleased that the number of respondents who said they are satisfied with the overall housing service we provide has increased from the previous year.
Thank you to everyone who took part in the survey.
We have to run a Tenant Satisfaction Measures survey every year. If you are asked to take part, please complete the survey so we can use the feedback to shape our housing services.
Tenants Satisfaction with…. | Previous year (2023/24) | Change (+/-) | 2024/25
|
|---|---|---|---|
Overall (housing) Service | 60% | ↑+5% | 65% |
Repairs service in the last 12 months | 61% | ↑+8% | 69% |
Time taken to complete the most recent repair | 56% | ↑+12% | 68% |
Providing a home that is well maintained | 54% | ↑+14% | 68% |
Providing a home that is safe | 60% | ↑+17% | 77% |
Communal areas that are clean and well maintained | 47% | ↑+7% | 54% |
Making a positive contribution to the neighbourhood | 45% | ↑+18% | 63% |
Listening to views and acting on them | 42% | ↑+17% | 59% |
Keeping tenants informed | 53% | ↑+21% | 74% |
Have you made a complaint to WHBC in last 12 months | 26% | ↓-5% | 21% |
Approach to complaint handling | 26% | ↓-2% | 24% |
Approach to handling antisocial behaviour | 41% | ↑+16% | 57% |
Tenants treated fairly and with respect | 63% | ↑+12% | 75% |
What we’ve been doing
Our TSM survey results have increased from 2023-24 but we’re still working hard on improving our housing services.
Complaints
We’ve published our self-assessment against the Housing Ombudsman’s Complaint Handling Code to show how well we’re following it.
Neighbourhoods
We’re holding another series of our popular Community Catch-up events across the borough this summer, where you can meet teams from across the council.
Repairs
We’ve updated the repairs information on our website to make it clearer and easier for you to find the information you need.
Action Plan
Following the results of our latest TSM survey, we’re focussing on the areas of:
- Repairs
- Complaints
- Communal Areas
- Handling of ASB
- Listening to tenant views and acting on them
View the full action plan.