Tenant satisfaction measures survey: summary of approach

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

2,777

B. Timing of survey

Quarterly, 15 April 2025 to 29 January 2026

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	31,631	61%	1,718	62%
Male	19,421	38%	1,034	37%
No data	523	1%	25	1%
Grand total	51,575		2,777

Disabled

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
Disabled	8,897	17%	461	17%
Not disabled	29,125	56%	1,665	60%
No data	13,553	26%	651	23%
Grand total	51,575		2,777

Ethnicity

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
White British	31,490	61%	1,671	60%
Ethnic diverse	9,829	19%	593	21%
No data	10,256	20%	513	19%
Grand total	51,575		2,777

Asset type

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
Bedsit	240	0%	16	1%
Bungalow	2,947	6%	146	5%
Flat	13,775	27%	772	28%
High Rise	6,467	13%	342	12%
House	27,304	53%	1,382	50%
Maisonette	842	2%	31	1%
No data	0	0%	88	3%
Grand total	51,575		2,777

Ward

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
Armley	2,438	5%	123	4%
Beeston and Holbeck	2,217	4%	108	4%
Belle Isle	1,809	4%	331	12%
Bramley	2,843	6%	142	5%
Burmantofts	1,824	4%	100	4%
Gipton	2,521	5%	124	4%
Halton Moor and Osmondthorpe	1,361	3%	71	3%
Horsforth	3,424	7%	162	6%
Hunslet and Riverside	1,748	3%	90	3%
Kippax and Garforth	1,901	4%	91	3%
Kirkstall	2,471	5%	126	5%
Little London	2,186	4%	110	4%
Meanwood	2,761	5%	136	5%
Middleton	2,188	4%	107	4%
Morley	1,939	4%	103	4%
Pudsey	2,359	5%	110	4%
Richmond Hill	2,088	4%	103	4%
Rothwell	2,051	4%	102	4%
Seacroft North	2,259	4%	113	4%
Seacroft South	1,857	4%	83	3%
Swarcliffe	1,866	4%	84	3%
Weetwood	1,048	2%	46	2%
Wetherby	2,028	4%	97	3%
Wortley	2,388	5%	115	4%
Grand total	51,575		2777

Tenure

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
General needs	47,291	92%	2,474	89%
Retirement life	4,284	8%	215	8%
No data	0	0%	88	3%
Grand total	51,575		2,777

Length of tenure

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
< 1 year	2,363	5%	81	3%
1-3 years	8,514	17%	523	19%
4-5 years	4,687	9%	260	9%
6-10 years	11,789	23%	589	21%
Over 10 years	24,094	47%	1,324	48%
No data	128	0%	0	0%
Grand total	51,575		2,777

Age

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
0-24	1,359	3%	60	2%
25-34	6,244	12%	328	12%
35-44	10,517	20%	543	20%
45-54	10,179	20%	540	19%
55-64	10,068	20%	537	19%
65-74	7,177	14%	440	16%
75 and over	6,009	12%	329	12%
No data	22	0%	0	0%
Grand total	51,575		2,777

Number of bedrooms

	Pop (N)	Pop (%)	Sample (N)	Sample (%)
1	14,540	28%	783	28%
2	20,979	41%	1,183	43%
3+	16,054	31%	805	29%
No data	2	0%	6	0%
Grand total	51,575		2,777

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