The Social Housing White Paper set the requirement for landlords to survey their tenants annually. The questions asked have been developed and set by the Regulator of Social Housing.
The results will allow you to be able to compare the performance of North West Leicestershire District Council (NWLDC) as your landlord with other social housing providers across the region and country. The following results, together with ten separate Landlord Measures will be submitted to the Regulator from April 2024 with publication expected late summer 2024.
Summary of Approach
The guidance sets out the information that we need to share with you when we publish our results. This is called the “Summary of Approach.” This information is provided below.
- We received 1,187 responses
- The survey took place during June and July 2023
- Surveys were a combination of online forms and postal surveys. The majority were completed online (822)
- We sent the survey to all 4,052 properties that were tenanted at the time
- We considered the representativeness of our returns against the makeup of our stock looking at General Needs, Supported and Sheltered Housing. We found a slight under-representation from General Needs tenants and an over representation of Sheltered Housing tenants and so the results were weighted to adjust for this.
- The weightings we used are set out in the table below
|
Tenancy Type |
Relevant Tenant Population (% total) |
Total responses (% total) |
Category Weight |
Weighted Sample % |
|---|---|---|---|---|
|
General Needs |
76.5 |
74.2 |
1.031152 |
76.5 |
|
Sheltered Housing |
7.2 |
9.4 |
0.762764 |
7.2 |
|
Supported Housing |
16.3 |
16.4 |
0.994752 |
16.3 |
- The survey was carried out by NWA social research who also carried out the analysis and validated the returns.
- No households were excluded from the sample size and all tenants were provided with an opportunity to respond.
- Our survey exceeded the minimum number of responses we required which was 515
- No incentives were offered to tenants to complete the survey
- We are not aware of any other methodological issues that would impact on the survey
Survey Results
64% Overall satisfaction with the housing service
62% Satisfaction with repairs
55% Satisfaction with time taken to repair
56% Satisfaction with home maintenance
64% Satisfaction that you feel safe at home
44% Satisfaction that your landlord listens and acts
48% Satisfaction that NWLDC keeps you well informed
60% NWLDC is fair and respectful
26% Satisfaction with complaints handling
52% Satisfaction with communal areas
44% Satisfaction with your neighbourhood
44% Satisfaction with handling of anti-social behaviour
In order to reflect the proportion of tenants living in sheltered/supported properties to those in general needs, which in North West Leicestershire is one in every four tenants, the results required slight adjustment by our external partners in this exercise, NWA Social & Market Research, by around 1% point in total.
Along with other landlords we are also required to publish a number of other key performance measures.
Building Safety
At 31st March 2024;
97.4% of homes which required gas safety checks had them.
100% of home that required fire risk assessments them.
95.4 % of homes that required asbestos management surveys or re-inspections had them.
100% of homes that required legionella risk assessments had them.
100% of homes that required communal passenger lift safety checks had them.
Anti-social behaviour
In 2023/24
We opened 41 anti-social behaviour cases, opened per 1,000 homes.
1.7 new anti-social behaviour cases per 1000 homes involved hate incidents.
Decent Homes Standard and Repairs
At 31st March 2024
11.5% of our homes did not meet the Decent Homes Standard.
92.7% of non-emergency responsive repairs were completed within our target timescale.
98.8% of emergency responsive repairs were completed within our target timescale.
Complaints
In 2023/24
We received 36.8 stage one complaints received per 1,000 homes.
We received 11.9 stage two complaints received per 1,000 homes.
76.9% of stage one complaints were responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
67.3% of stage two complaints were responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
Last updated: Mon 16 September, 2024 @ 09:56