A summary of our approach describing how we collect tenant satisfaction information.
This relates to the tenant satisfaction measures survey 2023 to 2024.
You can also
view a full copy of the complete tenant satisfaction measures questionnaire. This includes how we introduce the survey if you receive a phone call or email asking you to take part.
A. Summary of achieved sample size (number of responses)
2,759
B. Timing of survey
Quarterly – 1 June 2023 to 16 February 2024
C. Collection method(s)
Telephone (80%) and online via email (20%) with email/SMS reminders.
The learning about the survey collection methods tested in our pilot TSM survey 2022/23 was considered, to assess each for suitability. Responses from phone and online methods were found to compare well with the tenant profile, whilst for postal surveys engagement was low for younger and high for older tenants, and Retirement Life tenants were greatly overrepresented.
Combining phone and online methods enables a broader range of tenants to take part and both methods provide quick feedback and enable quotas to be set to get a representative response. Including online surveys alongside phone reduces the cost and enables further questions to be asked to provide additional insight, whilst offering a method that many tenants find quick and convenient. The proportion of online surveys was limited to 20% of the overall response, to minimise any detrimental effect on overall satisfaction seen through this method.
D. Sample method
Random stratified by Area, Age and Tenure, with quotas.
To understand which groups of tenants are most likely to affect satisfaction, the results from our 2022/23 pilot TSM survey were considered. The characteristics that were found to most affect satisfaction scores, with the greatest differences between groups, were: Housing Area, Tenure (General Needs or Retirement Life) and Age. Other groups showing differences in satisfaction were found to be either too small to be statistically significant (for example with mixed/multiple ethnicities) or linked to one of the above characteristics (in the case of Religion-None, which links strongly with younger tenants).
Our sampling approach that targets quotas of each of these key characteristics (Area, Tenure and Age) based on their proportions within the tenant profile, to ensure that the opinions of different groups are accurately represented in the results. Further to this, surveys for the Housing Area covered by Belle Isle TMO (BITMO) have been oversampled out to provide useful information at this subgroup level. It is necessary to apply a statistical weighting to take account of this.
E. Summary of the assessment of representativeness of the sample against the relevant tenant population
Including reference to the characteristics against which representativeness has been assessed.
Key to tables
Pop (N) = population in numbers
Pop (%) = population as a percentage
Sample (N) = sample in numbers
Sample (%) = sample as a percentage
Sex
Summary of the assessment of representativeness of the sample against the relevant tenant population - sex
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
Female | 31,664 | 61% | 1,675 | 62% |
Male | 19,890 | 38% | 1,035 | 38% |
No data | 418 | 1% | 49 | 2% |
Grand Total |
51,972 |
2,759 |
Disabled
Summary of the assessment of representativeness of the sample against the relevant tenant population - disabled
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
Disabled | 9,200 | 18% | 476 | 17% |
Not disabled | 27,946 | 54% | 1,546 | 56% |
No data | 14,826 | 29% | 737 | 26% |
Grand Total |
51,972 |
2,759 |
Ethnicity
Summary of the assessment of representativeness of the sample against the relevant tenant population - ethnicity
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
White British | 32,555 | 63% | 1,679 | 61% |
Ethnic Minority | 9,660 | 19% | 486 | 18% |
No data | 9,757 | 19% | 594 | 21% |
Grand Total |
51,972 |
2,759 |
Asset type
Summary of the assessment of representativeness of the sample against the relevant tenant population - asset type
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
Bedsit | 242 | 0% | 11 | 0% |
Bungalow | 2,919 | 6% | 170 | 6% |
Flat | 13,712 | 26% | 766 | 28% |
High Rise | 6,908 | 13% | 356 | 13% |
House | 27,316 | 53% | 1,408 | 51% |
Maisonette | 875 | 2% | 48 | 2% |
Grand Total |
51,972 |
2,759 |
Ward
Summary of the assessment of representativeness of the sample against the relevant tenant population - ward
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
Armley | 2,541 | 5% | 115 | 4% |
Beeston and Holbeck | 2,078 | 4% | 109 | 4% |
BelleIsle | 1,809 | 3% | 333 | 12% |
Bramley | 2,850 | 5% | 137 | 5% |
Burmantofts | 1860 | 4% | 93 | 3% |
Gipton | 2,622 | 5% | 117 | 4% |
Halton Moor and Osmondthorpe | 1,359 | 3% | 72 | 3% |
Horsforth | 3,421 | 7% | 162 | 6% |
Hunslet and Riverside | 1,916 | 4% | 95 | 3% |
Kippax and Garforth | 1,901 | 4% | 97 | 4% |
Kirkstall | 2,486 | 5% | 113 | 4% |
Little London | 2,244 | 4% | 102 | 4% |
Meanwood | 2,797 | 5% | 117 | 4% |
Middleton | 2,021 | 4% | 96 | 3% |
Morley | 1,932 | 4% | 101 | 4% |
Pudsey | 2,334 | 4% | 126 | 5% |
Richmond Hill | 2,089 | 4% | 95 | 3% |
Rothwell | 2,050 | 4% | 104 | 4% |
Seacroft North | 2,405 | 5% | 105 | 4% |
Seacroft South | 1,746 | 3% | 90 | 3% |
Swarcliffe | 1,890 | 4% | 103 | 4% |
Weetwood | 1,068 | 2% | 53 | 2% |
Wetherby | 2172 | 4% | 116 | 4% |
Wortley | 2,381 | 5% | 108 | 4% |
Grand total |
51,972 |
2,759 |
Tenure
Summary of the assessment of representativeness of the sample against the relevant tenant population - tenure
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
Extra Care | 53 | 0% | 4
| 0% |
General Needs | 47,798 | 92% | 2,528 | 92% |
Sheltered - CAT 1 | 218 | 0% | 12 | 0% |
Sheltered - CAT 2 | 3,903 | 8% | 215 | 8% |
Grand Total |
51,972 |
2,759 |
Length of tenure
Summary of the assessment of representativeness of the sample against the relevant tenant population - length of tenure
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
Less than 1 year | 1,365 | 3% | 133 | 5% |
1 to 3 years | 8,057 | 16% | 528 | 19% |
4 to 5 years | 5,780 | 11% | 301 | 11% |
6 to 10 years | 12,786 | 25% | 633 | 23% |
11 to 20 years | 12,352 | 24% | 576 | 21% |
Over 20 years | 11,548 | 22% | 588 | 21% |
No data | 84 | 0% | 0 | 0% |
Grand Total |
51,972 |
2,759 |
Age
Summary of the assessment of representativeness of the sample against the relevant tenant population - age
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
0 to 24 | 1,211 | 2% | 91 | 3% |
25 to 34 | 6,646 | 13% | 348 | 13% |
35 to 44 | 10,362 | 20% | 525 | 19% |
45 to 54 | 10,281 | 20% | 496 | 18% |
55 to 59 | 5,211 | 10% | 273 | 10% |
60 to 64 | 4,652 | 9% | 272 | 10% |
65 to 75 | 7,065 | 14% | 400 | 14% |
75 to 84 | 4,581 | 9% | 277 | 10% |
85 and over
| 1,901 | 4% | 77 | 3% |
No data | 62 | 0% | 0 | 0% |
Grand Total |
51,972 |
2,759 |
Number of bedrooms
Summary of the assessment of representativeness of the sample against the relevant tenant population - number of bedrooms
| Pop (N) | Pop (%) | Sample (N) | Sample (%) |
|---|
1 | 14,671 | 28% | 412 | 31% |
2 | 21,154 | 41% | 573 | 42% |
3 and over
| 16,146 | 31% | 365 | 27% |
No data | 1,409
|
Grand Total |
51,971 |
2,759 |
F. Any weighting applied to generate the reported perception measures
Including a reference to all characteristics used to weight results.
Approximately 1,800 of the of the 52,925 properties are managed by a Tenant Management Organisation (BITMO). BITMO requested we oversample this area to provide useful information at a subgroup level. Statistical weighting was applied to take account of this in the overall results.
G. The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures
Acuity Research and Practice Ltd.
Collecting, generating, validating reported perception measures.
H. The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances with a broad rationale for their removal
N/A
I. Reasons for any failure to meet the required sample size requirements
N/A
J. Type and amount of any incentives offered to tenants to encourage survey completion
N/A
K. Any other methodological issues likely to have a material impact on the tenant perception measures reported
N/A
