Tenant satisfaction measures survey: summary of approach

A. Summary of achieved sample size (number of responses)

2,709

B. Timing of survey

Quarterly, 18 April 2024 to 5 February 2025

C. Collection method(s)

Telephone (80%) and online via email (20%) with email/SMS reminders.

The learning about the survey collection methods tested in our pilot TSM survey 2022/23 was considered, to assess each for suitability. Responses from phone and online methods were found to compare well with the tenant profile, whilst for postal surveys engagement was low for younger and high for older tenants, and Retirement Life tenants were greatly overrepresented.

Combining phone and online methods enables a broader range of tenants to take part and both methods provide quick feedback and enable quotas to be set to get a representative response. Including online surveys alongside phone reduces the cost and enables further questions to be asked to provide additional insight, whilst offering a method that many tenants find quick and convenient. The proportion of online surveys was limited to 20% of the overall response, to minimise any detrimental effect on overall satisfaction seen through this method.

D. Sample method

Random stratified by area, age and tenure, with quotas.

To understand which groups of tenants are most likely to affect satisfaction, the results from our 2022/23 pilot TSM survey were considered. The characteristics that were found to most affect satisfaction scores, with the greatest differences between groups, were: Housing Area, Tenure (General Needs or Retirement Life) and Age. Other groups showing differences in satisfaction were found to be either too small to be statistically significant (for example with mixed/multiple ethnicities) or linked to one of the above characteristics (in the case of Religion-None, which links strongly with younger tenants). 

Our sampling approach that targets quotas of each of these key characteristics (Area, Tenure and Age) based on their proportions within the tenant profile, to ensure that the opinions of different groups are accurately represented in the results. Further to this, surveys for the Housing Area covered by Belle Isle TMO (BITMO) have been oversampled out to provide useful information at this subgroup level. It is necessary to apply a statistical weighting to take account of this.

E. Summary of the assessment of representativeness of the sample against the relevant tenant population

Including reference to the characteristics against which representativeness has been assessed.

Key to tables

Sex

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
Female	31163	61%	1679	62%
Male	19407	38%	971	36%
No data	586	1%	59	2%
Grand total	51156		2709

Disabled

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
Disabled	8821	17%	431	16%
Not disabled	28202	55%	1653	61%
No data	14133	28%	625	23%
Grand total	51156		2709

Ethnicity

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
White British	31279	61%	1489	55%
Ethnic diverse	9283	18%	589	22%
No data	10594	21%	631	23%
Grand total	51156		2709

Asset type

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
Bedsit	241	0%	6	0%
Bungalow	2884	6%	163	6%
Flat	13489	26%	757	28%
High Rise	6703	13%	356	13%
House	26993	53%	1382	51%
Maisonette	846	2%	45	2%
Grand total	51156		2709

Ward

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
Armley	2486	5%	117	4%
Beeston and Holbeck	2049	4%	102	4%
BelleIsle	1767	3%	324	12%
Bramley	2796	5%	130	5%
Burmantofts	1830	4%	92	3%
Gipton	2531	5%	124	5%
Halton Moor and Osmondthorpe	1362	3%	63	2%
Horsforth	3401	7%	166	6%
Hunslet and Riverside	1857	4%	94	3%
Kippax and Garforth	1880	4%	87	3%
Kirkstall	2463	5%	115	4%
Little London	2194	4%	108	4%
Meanwood	2720	5%	135	5%
Middleton	1991	4%	93	3%
Morley	1905	4%	88	3%
Pudsey	2347	4%	103	4%
Richmond Hill	2063	4%	112	4%
Rothwell	2012	4%	100	4%
Seacroft North	2380	5%	115	4%
Seacroft South	1732	3%	91	3%
Swarcliffe	1876	4%	92	3%
Weetwood	1052	2%	51	2%
Wetherby	2058	4%	98	4%
Wortley	2382	5%	108	4%
Unknown	22	0%	1	0%
Grand total	51156		2709

Tenure

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
General needs	47034	92%	2498	92%
Retirement life	4122	8%	211	8%
Grand total	51156		2709

Length of tenure

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
< 1 year	2253	4%	92	3%
1-3 years	8039	16%	570	21%
4-5 years	5215	10%	269	10%
6-10 years	12112	24%	644	24%
Over 10 years	23252	45%	1134	42%
No data	285	1%	0	0%
Grand total	51156		2709

Age

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
0-24	950	2%	88	3%
25-34	5804	11%	352	13%
35-44	10218	20%	552	20%
45-54	10115	20%	533	20%
55-64	10044	20%	518	19%
65-74	7289	14%	375	14%
75 and over	6703	13%	291	11%
No data	33	0%	0	0%
Grand total	51156		2709

Number of bedrooms

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
1	14437	28%	788	29%
2	20801	41%	1103	41%
3+	15916	31%	815	30%
No data	2	0%	3	0%
Grand total	51156		2709

F. Any weighting applied to generate the reported perception measures

Including a reference to all characteristics used to weight results.

Approximately 1,800 of the of the 52,925 properties are managed by a Tenant Management Organisation (BITMO). BITMO requested we oversample this area to provide useful information at a subgroup level. Statistical weighting was applied to take account of this in the overall results. 

G. The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures

Acuity Research and Practice Ltd.

Collecting, generating, validating reported perception measures.

H. The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances with a broad rationale for their removal

N/A

I. Reasons for any failure to meet the required sample size requirements

N/A

J. Type and amount of any incentives offered to tenants to encourage survey completion

N/A

K. Any other methodological issues likely to have a material impact on the tenant perception measures reported

N/A