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%

 

Methodology for tenant perceptions survey 2023/2024

We commissioned Kwest Research to conduct the survey on our behalf.

89% of surveys were completed by telephone, 8% were completed online and 4% were completed by post. The survey was carried out from 1 May 2023 to 31 March 2024.

To demonstrate representativeness of response, Kwest assessed and monitored a number of population sub-groups to provide good coverage by demographic characteristics such as age and ethnicity, size and type of housing and geographical area.