Housing performance
Tenant satisfaction measures survey 2024
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This year we commissioned Housemark to run the Tenant Satisfaction Measures survey for us.
We offered tenants several ways to give their feedback on how we deliver the Housing Service. Housemark emailed the survey to 7,054 tenants, sent 1,500 postal surveys, and gathered responses from 200 tenants by phone.
Housemark received 940 email responses, 315 postal responses and 5 online responses from tenants sent a postal survey but who opted to use the QR code and complete the survey digitally.
Of the 1460 results we received, over 640 included your comments. Throughout the remainder of the year we will be ringing those of you that asked us to make contact about your feedback.
There has been a drop in the overall satisfaction rate this year, 53.6% compared to a 61.4% satisfaction rate for 2024.
We will be talking to tenants in the coming months to find out which areas you think we should prioritise. Please look out for information about these events so that you can speak to us about what matters to you.
The questions are written by the Regulator of Social Housing and are the same for every social housing landlord. They allow us to compare our performance against last year, and with other housing providers, allowing us to see where we need to improve.
Q1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by Swindon Borough Council Housing Services?
- Very satisfied: 22.4%
- Fairly satisfied: 31.2%
- Neither satisfied or dissatisfied: 16.5%
- Fairly dissatisfied: 16.8%
- Very dissatisfied: 13.0%
Q2. Has Swindon Borough Council Housing Services carried out a repair to your home in the last 12 months?
- Yes: 1,071
- No: 346
Q3. If yes, how satisfied or dissatisfied are you with the overall repairs service from Swindon Borough Council Housing Services over the last 12 months?
- Very satisfied: 35.1%
- Fairly satisfied: 31.2%
- Neither satisfied or dissatisfied: 10.8%
- Fairly dissatisfied: 12.3%
- Very dissatisfied: 10.6%
Q4. How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
- Very satisfied: 35.1%
- Fairly satisfied: 27.7%
- Neither satisfied or dissatisfied: 9.7%
- Fairly dissatisfied: 11.6%
- Very dissatisfied: 15.8%
Q5. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services provides a home that is well maintained?
- Very satisfied: 25.0%
- Fairly satisfied: 28.2%
- Neither satisfied or dissatisfied: 16.7%
- Fairly dissatisfied: 15.2%
- Very dissatisfied: 14.8%
Q6. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Swindon Borough Council Housing Services provides a home that is safe?
- Very satisfied: 29.4%
- Fairly satisfied: 30.8%
- Neither satisfied or dissatisfied: 15.0%
- Fairly dissatisfied: 11.3%
- Very dissatisfied: 13.6%
Q7. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services listens to your views and acts upon them?
- Very satisfied: 16.9%
- Fairly satisfied: 24.2%
- Neither satisfied or dissatisfied: 23.9%
- Fairly dissatisfied: 12.7%
- Very dissatisfied: 22.3%
Q8. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services keeps you informed about things that matter to you?
- Very satisfied: 20.6%
- Fairly satisfied: 30.0%
- Neither satisfied or dissatisfied: 23.6%
- Fairly dissatisfied: 11.4%
- Very dissatisfied: 14.5%
Q9. To what extent do you agree or disagree with the following "Swindon Borough Council Housing Services treats me fairly and with respect"?
- Very satisfied: 20.3%
- Fairly satisfied: 39.8%
- Neither satisfied or dissatisfied: 23.3%
- Fairly dissatisfied: 8.3%
- Very dissatisfied: 8.4%
Q10. Have you made a complaint to Swindon Borough Council Housing Services in the last 12 months?
- Yes: 369
- No: 1,005
Q11. How satisfied or dissatisfied are you with Swindon Borough Council Housing Services approach to complaints handling?
- Very satisfied: 9.4%
- Fairly satisfied: 18.0%
- Neither satisfied or dissatisfied: 17.7%
- Fairly dissatisfied: 21.0%
- Very dissatisfied: 34.0%
Q12. Do you live in a building with communal areas, either inside or outside, that Swindon Borough Council Housing Services is responsible for maintaining?
- Yes: 510
- No: 790
- Don’t know: 70
Q13. If yes, how satisfied or dissatisfied are you that Swindon Borough Council Housing Services keeps these communal areas clean and well maintained?
- Very satisfied: 25.3%
- Fairly satisfied: 24.7%
- Neither satisfied or dissatisfied: 14.9%
- Fairly dissatisfied: 12.5%
- Very dissatisfied: 22.5%
Q14. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services makes a positive contribution to your neighbourhood?
- Very satisfied: 16.7%
- Fairly satisfied: 29.2%
- Neither satisfied or dissatisfied: 28.9%
- Fairly dissatisfied: 10.7%
- Very dissatisfied: 14.4%
Q15. How satisfied or dissatisfied are you with Swindon Borough Council Housing Services approach to handling anti-social behaviour?
- Very satisfied: 16.8%
- Fairly satisfied: 24.5%
- Neither satisfied or dissatisfied: 31.3%
- Fairly dissatisfied: 10.3%
- Very dissatisfied: 17.1%
Performance information
The ten performance measures below have been collected across the last year:
- Gas safety checks
- Proportion of homes for which all required gas safety checks have been carried out: 100%
- Fire safety checks
- Proportion of homes for which all required fire risk assessments have been carried out: 100%
- Asbestos safety checks
- Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out: 99.8%
- Water safety checks
- Proportion of homes for which all required legionella risk assessments have been carried out: 100%
- Lift safety checks
- Proportion of homes for which all required communal passenger lift safety checks have been carried out: 97%
- Complaints relative to the size of the landlord
- Number of stage one complaints received per 1,000 homes: 56.5
- Number of stage two complaints received per 1,000 homes: 5.3
- Complaints responded to within Complaint Handling Code timescales
- Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 93.7%
- Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 92.7%
- Anti-social behaviour cases relative to the size of the landlord
- Number of anti-social behaviour cases opened per 1,000 homes: 25.16
- Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes: 0.29
- Homes that do not meet the Decent Homes Standard
- Proportion of homes that do not meet the Decent Homes Standard: 12.8%
- Repairs completed within target timescale
- Proportion of Non-emergency responsive repairs completed within the landlord’s target timescale: 80.3%
- Proportion of Emergency responsive repairs completed within the landlord’s target timescale: 93.7%