Tenant satisfaction measures for Cheltenham Borough Council owned properties 2024-25
Introduction
Since 1 April 2023 all providers of social housing are required by law to monitor and collect certain information relating to their properties to keep tenants safe. As part of this we have to ask our tenants questions to help monitor and understand their opinion of the services provided.
The results for Cheltenham Borough Council (CBC) properties for 2024-25 are recorded below.
Tenant satisfaction measures survey approach
As part of the publication of our tenant satisfaction measures, we have to publish how we conducted our surveys.
For the CBC surveys for 2024-25 we commissioned Acuity Research and Practice Ltd, an independent data research company with expertise in the social housing field, to carry out our surveys.
The surveys were carried out four times a year (quarterly). Not all tenants were questioned, but a sample of tenants was used. The tenants questioned were chosen as far as possible to be representative of the tenants as a whole.
Each quarter Acuity initially called tenants with the option to complete the survey online. In total during the year, 947 surveys were completed fully or partially by tenants. A separate one-off survey not included here was carried out for all shared owners. These surveys were completed between 29 April 2024 and 3 February 2025.
TSM results
For each of the tenant satisfaction measures, the regulator requires social landlords to include:
- shared owners only
- tenants only
- or include both
Shared owners are referred to as Low-Cost Home Ownership (LCHO) and tenanted properties as Low-Cost Rental Accommodation (LCRA).
For this survey only Low-Cost Rental Accommodation (LCRA) tenants were surveyed according to the regulator requirements.
Performance measures
Building Safety
| Performance measure | Percentage of homes |
|---|---|
| Proportion of homes for which all required gas safety checks have been carried out | 100% |
| Proportion of homes for which all required fire risk assessments have been carried out | 100% |
| Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out | 87.8% |
| Proportion of homes for which all required legionella risk assessments have been carried out | 100% |
| Proportion of homes for which all required communal passenger lift safety checks have been carried out | 100% |
Anti-social behaviour
| Performance measure | Number of cases |
|---|---|
| Number of anti-social behaviour cases, opened per 1,000 homes | 14 |
| Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes | 0.7 |
Decent Homes Standard (DSH) and repairs
| Performance measure | Percentage of homes |
|---|---|
| Proportion of homes that do not meet the Decent Homes Standard | 100% – please see note below |
| Proportion of non-emergency responsive repairs completed within the landlord’s target timescale | 94.6% |
| Proportion of emergency responsive repairs completed within the landlord’s target timescale | 97.4% |
Note: We’re currently in the process of assessing the condition of all of our homes and have so far successfully completed surveys on over half of our properties. Once we have completed the remaining homes, we will then be in a position to provide an accurate figure on how we meet the Decent Homes Standard.
Complaints
| Performance measure | Result |
|---|---|
| Number of stage one complaints received per 1,000 homes. | 49.2 |
| Number of stage two complaints received per 1,000 homes. | 3.5 |
| Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 95.5% |
| Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales. | 93.8% |
Tenant perception measures
| Tenant perception measure | Percentage of respondents |
|---|---|
| Proportion of respondents who report that they are satisfied with the overall service from their landlord. | 80.2% |
| Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service. | 81.8% |
| 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. | 81.9% |
| Proportion of respondents who report that they are satisfied that their home is well maintained. | 79.9% |
| Proportion of respondents who report that they are satisfied that their home is safe. | 78.8% |
| Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them. | 67.1% |
| Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them. | 82% |
| Proportion of respondents who report that they agree their landlord treats them fairly and with respect. | 85.7% |
| Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling. | 43.8% |
| Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained. | 66.3% |
| Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood. | 74.5% |
| Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour. | 63.1% |
Tenant Perception Measure questions
Acuity contacted all tenants by phone. The tenant had the option to receive a link to the survey online if they wished, but the default was responding directly to the interviewer on the call. The interviewer introduced themselves and went through data protection information with tenants or shared owners.
All questions requiring a rating were measured on a 5-point scale between “very satisfied” and “very dissatisfied”:
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
Where a tenant or shared owner didn’t feel able to provide a response to a specific question this was also recorded.
Three questions – 4, 9 and 20 – had a yes or no response. It was only when a tenant or shared owned responded yes to these questions that the follow up question or questions were asked. The questions that were only asked to those responding yes to the previous question are questions 5, 6, 10, 11, 12 and 21. All other questions were put to everyone who responded to the survey.
The survey questions
For some questions we asked a follow up question to try and help us understand better why someone was dissatisfied with the service and so that we could make improvements in future.
Question 1 – Taking everything into account, how satisfied or dissatisfied are you with the service provided by Cheltenham Borough Council housing services?
Question 2 – How satisfied or dissatisfied are you that Cheltenham Borough Council provides a home that is well maintained?
Question 3 – Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Cheltenham Borough Council provides a home that is safe?
Question 4 – Do you live in a building with communal areas, either inside or outside, that Cheltenham Borough Council is responsible for maintaining? (Yes/No)
Question 5 – How satisfied or dissatisfied are you that Cheltenham Borough Council keeps these communal areas clean and well maintained?
Question 6 – If you do not feel that your home is either well maintained or safe (and / or communal areas are clean and well maintained), please can you explain why and suggest what could be improved? (Free text)
Question 7 – How satisfied or dissatisfied are you that Cheltenham Borough Council makes a positive contribution to your neighbourhood?
Question 8 – How satisfied or dissatisfied are you with Cheltenham Borough Council’s approach to handling anti-social behaviour?
Question 9 – Has Cheltenham Borough Council carried out a repair to your home in the last 12 months? (Yes/No)
Question 10 – How satisfied or dissatisfied are you with the overall repairs service from Cheltenham Borough Council over the last 12 months?
Question 11 – How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
Question 12 – If you are not satisfied with how Cheltenham Borough Council deals with repairs and maintenance, please could you explain the reason why? (Free text)
Question 13 – How satisfied or dissatisfied are you that Cheltenham Borough Council listens to your views and acts upon them?
Question 14 – If you are not satisfied with the way Cheltenham Borough Council listens to your views and acts upon them, how could Cheltenham Borough Council housing services improve? (Free text)
Question 15 – How satisfied or dissatisfied are you that Cheltenham Borough Council keeps you informed about things that matter to you?
Question 16 – To what extent do you agree or disagree with the following `Cheltenham Borough Council treats me fairly and with respect`?
Question 17 – If you do not feel that Cheltenham Borough Council treats you fairly and with respect, please can you explain why? (Free text)
Question 18 – How satisfied or dissatisfied are you that Cheltenham Borough Council is easy to deal with?
Question 19 – If not satisfied with Cheltenham Borough Council housing services being easy to deal with could you tell me why and what could be improved? (Free text)
Question 20 – Have you made a complaint to Cheltenham Borough Council in the last 12 months? (Yes/No)
Question 21 – How satisfied or dissatisfied are you with Cheltenham Borough Council’s approach to complaints handling?
Question 22 – If Cheltenham Borough Council could do ONE thing to improve its services, what would you like it to be? (Free text)