Tenant Satisfaction Measures

Publication of summary of approach

Providers must publish a summary of the survey approach used to generate published tenant perception measures. This must be made clearly available alongside each set of tenant perception measures published by the provider. It must include at a minimum:

Tenant Satisfaction Survey 2023
a. a summary of achieved sample size (number of responses) 2,352
b. timing of survey 21/08/2023 - 09/10/2023
c. collection method(s)

20% online via email, 80% telephone

Having the survey available online meant it was accessible when convenient for tenants. However, only using this method would have excluded tenants who do not have online access. 

A mixed method of collection was therefore felt to be best the way to ensure the survey was accessible. By having the online surveys completed first, we were then able to target tenants in specific demographics to ensure the sample was representative of our population.
d. sample method random stratified with quotas (tenure)
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)
Area Population Interviews
  No. % No. %
West Bromwich 6180 23% 514 22%
Rowley Regis 4887 18% 415 18%
Tipton 4541 17% 417 18%
Oldbury 3898 15% 331 14%
Smethwick 3462 13% 287 12%
Wednesbury 2405 9% 201 9%
Riverside  962 4% 79 3%
Cotterills 249 1% 19 1%
Boscobel 105 0% 9 0%
Gap 17 0% 1 0%
  26706   2352  
f. any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)  N/A
g. the role of any named external contractor(s) in collecting, generating, or validating the reported perception measures Acuity Research & 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 described in paragraph below* with a broad rationale for their removal N/A
i. reasons for any failure to meet the required sample size requirements summarised in Table below** N/A
j. type and amount of any incentives offered to tenants to encourage survey completion N/A
j. type and amount of any incentives offered to tenants to encourage survey completion N/A