Tenant Satisfaction Measures Survey full results 2024 to 2025
The Regulator of Social Housing requires us to report our performance annually using the Tenant Satisfaction Measures.
There are 22 Tenant Satisfaction Measures, 12 come from survey responses and 10 from data we hold.
The measures focus on five key themes:
- keeping properties in good repair
- maintaining building safety
- respectful and helpful engagement
- effective handling of complaints
- responsible neighbourhood management
These measures mean it is easier for you to see how well we are doing as your landlord.
Overall satisfaction with services
Satisfaction with the service provided by Welwyn Hatfield Borough Council is 65%.
Keeping properties in good repair
- satisfaction with repairs 69%
- satisfaction with the time taken to complete most recent repair 68%
- satisfaction the home is well maintained 68%
- homes that do not meet the Decent Homes Standard 1.7%
- proportion of non-emergency responsive repairs completed within target timescale 85%
- proportion of emergency responsive repairs completed within target timescale 98.8%
Maintaining building safety
- satisfaction that the home is safe 77%
- completed gas safety checks 99.8%
- completed fire safety checks 100%
- completed asbestos safety checks 100%
- completed water safety checks 100%
- completed lift safety checks 100%
Respectful and helpful engagement
- satisfaction we keep tenants informed about things that matter to them 74%
- satisfaction we listen to tenant views and act upon them 59%
- agreement we treat tenants fairly and with respect 75%
Effective handling of complaints
- satisfaction with our approach to handling complaints* 24%
*this is the proportion of respondents who said they had made a complaint in the previous 12 months and are satisfied with our approach to complaints handling
- number of complaints received relative to the size of us as a landlord* (Stage 1) 101
- number of complaints received relative to the size of us as a landlord* (Stage 2) 17.7
- complaints responded to within the Complaint Handling Code timescales (Stage 2) 74.6%
- complaints responded to within the Complaint Handling Code timescales (Stage 1) 72.4%
*number of complaints per 1000 homes
Responsible neighbourhood management
- satisfaction we keep communal areas clean and well maintained 54%
- satisfaction we make a positive contribution to neighbourhoods 63%
- satisfaction with our approach to handling anti-social behaviour 57%
- number of ASB cases relative to the size of us as a landlord* 28.6
- number of ASB cases that involve hate incidents relative to the size of us as a landlord* 0.7
*number of ASB cases per 1,000 homes
