Tenant satisfaction measures survey: summary of approach

A summary of our approach describing how we collect tenant satisfaction information.

This relates to the tenant satisfaction measures survey 2024 to 2025.

You can also view a full copy of the complete tenant satisfaction measures questionnaire. This includes how we introduce the survey if you receive a phone call or email asking you to take part.

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

Pop (N) = population in numbers
Pop (%) = population as a percentage
Sample (N) = sample in numbers
Sample (%) = sample as a percentage

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