Tenant Satisfaction Measures (TSMs) 2025-2026

The fieldwork consisted of the following:

1. BCH’s Performance Team were responsible for collating the initial data to conduct the tenant perception survey, including providing details of the tenant’s communication needs. They were also responsible for producing data for the Tenant Management Measures.
2. Blackpool Council was responsible for delivering on the tenant perception survey requirements with the Housing Standards & Compliance Manager coordinating activity and ensuring that the survey technical requirements, as set out by the Regulator were achieved.
3. This included producing a covering letter to tenants and making available for publication the set of 12 questions in the prescribed format. They also arranged for the survey to be produced in another language when required.
4. The Infusion Research Team led on the administrational tasks of the survey including producing an on-line and postal survey, and subsequently ensuring it was received by all tenants (working in conjunction with the Council’s Communication team and Print Service).
5. BCH’s Involvement & Communications Team publicised the survey online and with staff, in order to encourage participation.
6. Tenants could choose to participate in a variety of methods including online survey, by post (with freepost envelope) and via telephone. Tenants were provided with the contact details of the Housing Standards & Compliance Manager should they have had any queries regarding the survey or if they would like to complete the survey via telephone.
7. A reminder e-mail and text was sent to all customers we held these contact details for part way through the survey window.
8. Each survey contained a unique identification number, so results could be matched to key demographic information.
9. The Housing Standards & Compliance Manager inputted and collated the raw data.
10. The Performance Team matched the raw data to the demographics information.
11. Some age groups were over- or under-represented in the survey responses, so the data was adjusted (or 'weighted' it) to ensure every age group was fairly represented, which aligns with the survey's technical standards. This calculation was done by the Housing Standards & Compliance Manager and verified by BCH’s Performance Team. The calculation was also checked externally and agreed by a Senior Public Health Intelligence Analyst (HDRC).
12. An incentive was offered to those customers that returned the surveys and wanted to participate in a free prize draw for shopping vouchers. The following prizes were offered 1x £100, 1 x £75, 1 x £50.

991 out of a population of 4,626 General Needs and Sheltered Housing residents completed the survey, producing a response rate of 21.42%. The overall results are therefore accurate to ±4% at the 95% confidence level. This means that we can be 95% certain that the results are between ± 4% of the calculated response, so if we heard from every resident the ‘true’ response could be 4% above or below the figures reported (e.g. a 84.49% satisfaction with the repairs service could in reality lie within the range of 80.49% to 88.49%).

Weighting the results meant that the overall scores in 11 of the 12 tenant perception areas reduced. The published results represent the weighted results.

The full results are shown below.

BCH have also recorded, where possible, the data into the following sub-groups for further analysis:

• Gender
• Age Group
• Ethnicity
• How the customer pays their rent (payment type)
• Benefit
• Property Type
• General Needs / Sheltered
• Tenure Type
• Management area
• Ward
• Street

This allows BCH to:

• Ensure we are providing relevant services to our residents such as access to relevant benefit advice.
• Enable us to offer additional support and services such as to our low income households where needed.
• Target our resources to the neighbourhoods/wards where needed for example looking for hotspots where residents feel ASB is not being tackled appropriately.
• Give consideration to working with 3^rd party organisations that may be able to provide relevant services to residents.
• Assess for trends such as certain stock providing a lower level of repairs/maintenance satisfaction.

Due to the incorrect inputting of the person number by some customers some returns could not be split into the above sub-groups. In these instances the results were grouped as ‘unknown’ .

A more detailed report and action plan will be produced in conjunction with TOWER Scrutiny and published later in the year.