Thank you to everyone who participated in the Tenant Survey in 2023 for the Tenant Satisfaction Measures, here are the results of the survey and the other Tenant Satisfaction Measures reported to the Regulator of Social Housing for the year 2023-24.
Tenant Perception
Tenant Perception was gathered from the 'Tenant Survey 2023' which we posted to all homes and advertised online and via email, more details at the end of this page.
704 Tenants responded to the survey in 2023-24, here are the results:
|
Code
|
Tenant Satisfaction Measure
|
Reported
|
|
TP01
|
Proportion of respondents who report that they are satisfied with the overall service from their landlord.
|
68.0%
|
|
TP02
|
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
|
72.8%
|
|
TP03
|
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair.
|
68.7%
|
|
TP04
|
Proportion of respondents who report that they are satisfied that their home is well maintained.
|
64.4%
|
|
TP05
|
Proportion of respondents who report that they are satisfied that their home is safe.
|
70.2%
|
|
TP06
|
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
|
53.9%
|
|
TP07
|
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
|
59.5%
|
|
TP08
|
Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
|
71.1%
|
|
TP09
|
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
|
34.2%
|
|
TP10
|
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
|
55.2%
|
|
TP11
|
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
|
51.2%
|
|
TP12
|
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
|
49.3%
|
Building Safety
|
Code
|
Tenant Satisfaction Measure
|
Reported
|
|
BS01
|
Proportion of homes for which all required gas safety checks have been carried out.
|
100.0%
|
|
BS02
|
Proportion of homes for which all required fire risk assessments have been carried out.
|
95.4%
|
|
BS03
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
|
99.5%
|
|
BS04
|
Proportion of homes for which all required legionella risk assessments have been carried out.
|
100.0%
|
|
BS05
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
|
100.0%
|
Anti-social Behaviour
|
Code
|
Tenant Satisfaction Measure
|
Reported
|
|
NM01 (pt1)
|
Number of anti-social behaviour cases opened per 1,000 homes.
|
49.8
|
|
NM01 (pt2)
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
|
1.4
|
Decent Homes Standard and Repairs
|
Code
|
Tenant Satisfaction Measure
|
Reported
|
|
RP01
|
Proportion of homes that do not meet the Decent Homes Standard.
|
3.9%
|
|
RP02 (1)
|
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale.
|
67.3%
|
|
RP02 (2)
|
Proportion of emergency responsive repairs completed within the landlord’s target timescale.
|
95.3%
|
Complaints
|
Code
|
Tenant Satisfaction Measure
|
Reported
|
|
CH01 (1)
|
Number of stage one complaints received per 1,000 homes.
|
27.7
|
|
CH01 (2)
|
Number of stage two complaints received per 1,000 homes.
|
4.1
|
|
CH02 (1)
|
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
89.3%
|
|
CH02 (2)
|
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
100.0%
|
How we ran the Tenant Perception Survey in 2023
2023's Tenant Survey took place over the summer. A paper copy of the survey was sent to every household, we also digitally sent opportunities to complete the survey via direct email, Keep me posted bulletins, Facebook, via the phone, in person at existing visits and also at one of our 13 summer 'meet the team' events.
We received a total of 704 responses. Thank you to all the tenants who responded, we really appreciated your time and effort to achieve this.
For more information about how we approached the survey, please see the Tenant Perception Survey - Summary of Survey Approach and take a look at a DDC COPY of Perception Survey itself.
To maximise the opportunity to speak to as many residents as possible, Dover District Council agreed to run a prize draw.
Cllr Brivio, Portfolio Holder for Social Housing, Port Health, Skills and Education, selected the winners at random from the survey respondents that entered the prize draw.
Calvin Stothart, from Eythorne won the £200 prize, with his brother Anthony accepting the prize on his behalf. Anthony said, "Wow, Calvin will be absolutely over the moon. Thank you!"
Below left are the DDTCG with Cllr Pam Brivio selecting the prize winners, and right, Anthony Stothart, accepting the top prize.
Other prize winners included a resident in Ash Grove, Elvington winning the £100 prize and a resident in Molland Close, Ash receiving the £50 prize. Terms and Conditions for the prize draw can be found here.
Thank you to everyone who participated and look out for next years competition.
To keep updated with the latest news and consultations about the housing for tenants service, please sign up to Keep Me Posted and tick 'Housing For Tenants'.