Housing performance
Tenant satisfaction measures survey 2025
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This is the third year of Tenant Satisfaction Surveys. They give you an opportunity to let us know how you feel about the housing services we provide.
This year we commissioned a new organisation to run the survey for us, Acuity Research and Consultancy Services.
Although we have a new provider for this service, the questions have not changed. They are provided by the Regulator of Social Housing and are the same for every social housing landlord.
This allows us to compare our performance with last year and with other housing providers. It also helps us see where we need to improve.
Between February and March, Acuity surveyed 1,135 of our households using both telephone and post to contact tenants. We wanted to give tenants an opportunity to voice their feedback personally rather than digitally.
Acuity used a random sample approach, so they did not survey every tenant. They took care to include tenants of all ages, across all estates, and from different ethnic groups, genders and abilities.
Sheltered Housing tenants were also surveyed at random by post. They received a postal survey pack, which included an Acuity-addressed, reply-paid envelope.
Acuity carried out checks to ensure that the survey responses were representative of our tenant population as a whole. To find out more about how the survey was managed, see the tenant satisfaction measures summary of approach 2025 to 2026 (PDF).
We are pleased to see that both the individual and overall satisfaction rates are higher this year than in the last two years. Our overall satisfaction rate this year is 67%, compared with 53.6% last year.
In each category, our satisfaction rate is higher than previously.
We are continuing to work with you to improve your housing experience. By listening to your feedback and giving you more opportunities to get involved, we can better understand your views and what matters most to you. This will help us improve the services we deliver.
See below for our complete set of scores.
Tenant satisfaction measures survey questions
Overall service
Taking everything into account, how satisfied or dissatisfied are you with the service provided by Swindon Borough Council?
Proportion of respondents who report that they are satisfied with the overall service from their landlord: 66.9%.
- Very satisfied: 32.3%
- Fairly satisfied: 34.5%
- Neither satisfied nor dissatisfied: 15.1%
- Fairly dissatisfied: 8%
- Very dissatisfied: 10%
Your home
How satisfied or dissatisfied are you that Swindon Borough Council provides a home that is well-maintained?
Proportion of respondents who report that they are satisfied that their home is well maintained: 68%.
- Very satisfied: 36.9%
- Fairly satisfied: 31%
- Neither satisfied nor dissatisfied: 12.4%
- Fairly dissatisfied: 9.8%
- Very dissatisfied: 9.9%
Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Swindon Borough Council provides a home that is safe?
Proportion of respondents who report that they are satisfied that their home is safe: 74.2%.
- Very satisfied: 40.2%
- Fairly satisfied: 34.1%
- Neither satisfied nor dissatisfied: 8.7%
- Fairly dissatisfied: 7.7%
- Very dissatisfied: 9.4%
Communal areas
Do you live in a building with communal areas, either inside or outside, that Swindon Borough Council is responsible for maintaining?
- Yes: 36.8%
- No: 63.2%
How satisfied or dissatisfied are you that Swindon Borough Council keeps these communal areas clean and well maintained?
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained: 60.7%.
- Very satisfied: 36.9%
- Fairly satisfied: 23.7%
- Neither satisfied nor dissatisfied: 10.6%
- Fairly dissatisfied: 10.8%
- Very dissatisfied: 17.9%
Your neighbourhood
How satisfied or dissatisfied are you that Swindon Borough Council makes a positive contribution to your neighbourhood?
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood: 59.4%.
- Very satisfied: 30.7%
- Fairly satisfied: 28.8%
- Neither satisfied nor dissatisfied: 16.7%
- Fairly dissatisfied: 10.7%
- Very dissatisfied: 13.2%
How satisfied or dissatisfied are you with Swindon Borough Council’s approach to handling anti-social behaviour?
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour: 55%.
- Very satisfied: 28.7%
- Fairly satisfied: 26.3%
- Neither satisfied nor dissatisfied: 15.3%
- Fairly dissatisfied: 12%
- Very dissatisfied: 17.7%
Repairs and maintenance
Has Swindon Borough Council carried out a repair to your home in the last 12 months?
- Yes: 75.6%
- No: 24.4%
How satisfied or dissatisfied are you with the overall repairs service from Swindon Borough Council over the last 12 months?
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service: 73.8%.
- Very satisfied: 48.5%
- Fairly satisfied: 25.2%
- Neither satisfied nor dissatisfied: 7.5%
- Fairly dissatisfied: 7.2%
- Very dissatisfied: 11.5%
How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
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: 76%.
- Very satisfied: 52.4%
- Fairly satisfied: 23.6%
- Neither satisfied nor dissatisfied: 4.4%
- Fairly dissatisfied: 6.9%
- Very dissatisfied: 12.7%
Customer service, communication and information
How satisfied or dissatisfied are you that Swindon Borough Council listens to your views and acts upon them?
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them: 50.9%.
- Very satisfied: 26.5%
- Fairly satisfied: 24.4%
- Neither satisfied nor dissatisfied: 15.3%
- Fairly dissatisfied: 13.5%
- Very dissatisfied: 20.4%
How satisfied or dissatisfied are you that Swindon Borough Council keeps you informed about things that matter to you?
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them: 68.2%.
- Very satisfied: 33.7%
- Fairly satisfied: 34.5%
- Neither satisfied nor dissatisfied: 10.8%
- Fairly dissatisfied: 9.2%
- Very dissatisfied: 11.8%
To what extent do you agree or disagree with the following: “Swindon Borough Council treats me fairly and with respect”?
Proportion of respondents who report that they agree their landlord treats them fairly and with respect: 75.2%.
- Strongly agree: 27.4%
- Agree: 47.8%
- Neither agree nor disagree: 13.5%
- Disagree: 5.5%
- Strongly disagree: 5.7%
Making a complaint
Have you made a complaint to Swindon Borough Council in the last 12 months?
- Yes: 25%
- No: 75%
How satisfied or dissatisfied are you with Swindon Borough Council’s approach to complaints handling?
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling: 32.6%.
- Very satisfied: 15%
- Fairly satisfied: 17.6%
- Neither satisfied nor dissatisfied: 5.6%
- Fairly dissatisfied: 21.7%
- Very dissatisfied: 40.1%
Performance information
The following performance measures have been collected across the last 12 months up to 31 March 2026:
- Gas safety checks
- Proportion of homes for which all required gas safety checks have been carried out: 96.9%
- 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: 100%
- 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: 96.9%
- Complaints responded to within Complaint Handling Code timescales
- Number of stage one complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes: 47.2
- Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 97.1%
- Number of stage two complaints made by tenants in the relevant stock type during the reporting year per 1,000 homes: 9.4
- Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 99%
- Anti-social behaviour cases relative to the size of the landlord
- Number of anti-social behaviour cases opened per 1,000 homes: 27.1
- Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes: 0.6
- Homes that do not meet the Decent Homes Standard
- Proportion of homes that do not meet the Decent Homes Standard: 10%
- Repairs completed within target timescale
- Proportion of non-emergency responsive repairs completed within the landlord’s target timescale: 77.6%
- Proportion of emergency responsive repairs completed within the landlord’s target timescale: 92.6%