The UK government have produced a list of Tenant Satisfaction Measures (TSM’s) to help the Regulator of Social Housing monitor how well a Social Landlord is performing. The Satisfaction Measures are made up of Performance Indicators and Perception Indicators.
From April 2023 some Social Landlords/Councils started collecting this data annually for all General Needs and Sheltered Housing. In April 2024 this became compulsory for all large landlords
Part of this information is gathered from an annual survey of residents, to better understand how satisfied they are with their homes and associated services. Due to the size of BCH it was decided that a census survey would be carried out. The survey took place between 30th January and 7th March 2025.
Thank you to those customers who took the time to complete the survey.
Following consultation with our involved customers on the TOWER scrutiny panel, we have provided the information not only as an overall result (provided in the rows marks total) but also broken down into wards. This will allow you to see the responses provided in the area you live. If you are unsure what ward you live in, you can find this information using this link here.
BCH has now collated the responses - here is an overall summary and percentage of customers satisfied.
| Question | 2024 - 2025 satisfaction/ agreement result | 2023 - 2024 satisfaction/ agreement result | Percentage change |
| Taking everything into account, how satisfied or dissatisfied are you with the service provided by Blackpool Coastal Housing? | 79.22% | 80.96% | -1.74% |
| If you have had a repair carried out at your home, how satisfied or dissatisfied are you with the overall repairs service from Blackpool Coastal Housing over the last 12 months? | 83.23% | 81.74% | 1.49% |
| How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? | 81.81% | 78.34% | 3.47% |
| How satisfied or dissatisfied are you that Blackpool Coastal Housing provides a home that is well maintained? | 77.19% | 77.92% | -0.73% |
| Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Blackpool Coastal Housing provides a home that is safe? | 79.02% | 79.91% | -0.89% |
| How satisfied or dissatisfied are you that Blackpool Coastal Housing listens to your views and acts upon them? | 66.06% | 67.89% | -1.83% |
| How satisfied or dissatisfied are you that Blackpool Coastal Housing keeps you informed about things that matter to you? | 71.40% | 73.10% | -1.70% |
| To what extent do you agree or disagree with the following? Blackpool Coastal Housing treats me fairly and with respect. | 75.94% | 80.96% | -5.02% |
| If you have made a complaint, how satisfied or dissatisfied are you with Blackpool Coastal Housings approach to complaints? | 51.40% | 54.85% | -3.45% |
| How satisfied or dissatisfied are you that Blackpool Coastal Housing makes a positive contribution to your neighbourhood? | 63.89% | 68.52% | -4.63% |
| If you live in a property with an external or internal communal area, how satisfied or dissatisfied are you that Blackpool Coastal Housing keeps these communal areas clean and well maintained? | 62.24% | 66.78% | -4.54% |
| How satisfied or dissatisfied are you that Blackpool Coastal Housings approach to handling anti-social behaviour? | 59.09% | 60.29% | -1.20% |
The full results are available below*.
(Please note - scroll across the table to view full data)
Unfortunately, some of the responses had an incorrect reference number and so we are unable to link these to the ward the property is in, this data is still provided however and is detailed under, unknown.
*Please note, Q2, 4, 11 & 13 haven't been included above due to the fact these were Yes/No questions - with subsequent applied survey logic - allowing the customer to bypass a question if it did not apply to them. For transparency, the questions were as follows;
Q2:Has Blackpool Coastal Housing carried out a repair to your home in the last 12 months? Yes / No
Q4:Has Blackpool Coastal Housing carried out a repair to your home in the last 12 months? Yes / No
Q11:Have you made a complaint to Blackpool Coastal Housing in the last 12 months? Yes / No
Q13:Do you live in a building with communal areas, either inside or outside, that Blackpool Coastal Housing is responsible for maintaining? Yes / No
If you would like a copy of the report please contact us on customerinvolvement@bch.co.uk and we will arrange for you to receive this.