Tenant Satisfaction Measures Report 2025-2026

Weightings

A survey that has met the sample size requirements can still be biased if certain groups are under or over-represented. Therefore, it is sometimes necessary to weight the responses to ensure the TSMs reported are representative as far as possible. Weighting data is a technique to adjust the data collected from a sample to reflect the total population. Using the profile characteristics in the TSM technical guidance, we have added the following weightings to our data to ensure the responses are representative of both our tenants and our stock type and size. We weighted by 5 elements – tenants age and ethnicity and stock type (general needs to include temporary accommodation and retirement living), the property types to cover house, flats, bungalows and property size based upon how many bedrooms it had

The tables below show our actual profile and the profile of respondents – each individual response was given a weighting to ensure that we achieved the target profile from our results this was done for each respondent for each question since not all respondents answered all questions.

Survey Method and Response Rate

At the end of the data collection period, 602 responses were received to the survey that went out representing a 20.28% response rate. This is a fair response rate for research of this type and as highlighted above it is statistically reliable. However, it is lower than our response rate in 2023-24 which was 26% and in 2024-25 where it was 29.99%.

The overall response rate was 20.28%.

Of the 602 responses 78.9% were from online surveys against 21.1% which were postal surveys.

Response type by stock type:

Accuracy of Data[1]

With a total of 602 tenant responses to the survey an accuracy of 3.57[2] overall is achieved which allows the survey findings to be used with confidence[3]. Rounded up to 4% this means that if 50% of respondents answer “very satisfied” to a question in the survey, then we know that between 46% and 54% of all households would give the same response, including those who did not return a completed survey form.

The TSM technical guidance requires for providers with between 2,500 and 9,999 properties such as us, a + or – 4% accuracy rate and so at 3.57% our LCRA (rented homes for which we are required to report back to the regulator on) exceeds this requirement. Therefore, based upon the number of responses, the accuracy levels achieved means that the results are statistically reliable and can be relied upon to be an accurate reflection of our tenant’s views.

[1] 95% confidence rate is considered the best for any survey. Accuracy is determined using a mathematical formula and an online calculator has been used to obtain this https://aytm.com/pages/mes which also provides more information on statistical reliability

[2] Margin Of Error Calculator – SmartSurvey

[3] Based on a confidence level of 95% which is inline with the technical requirements and best practice.

[1] 95% confidence rate is considered the best for any survey. Accuracy is determined using a mathematical formula and an online calculator has been used to obtain this https://aytm.com/pages/mes which also provides more information on statistical reliability

[1] Margin Of Error Calculator – SmartSurvey

[1] Based on a confidence level of 95% which is inline with the technical requirements and best practice.

Profile of Respondents

 Responses by age

The table below shows that responses by age.

The data above shows that the age profile of respondents did not reflect those of our tenant population with some ages overrepresented and some under representative and therefore weightings were used to ensure that the data was representative and reliable.

 Gender

In looking at the results we have analysed the responses by gender, 64.68% of respondents to the survey were females and 34.83% males. This is fairly consistent with the popular profile of Wealden’s tenants of which 67% are females and 32.71% males. As a result, we have not added any weighting to the results.

 Ethnicity

 In looking at the results we have analysed the responses by ethnicity and can see that we have had a lower response from tenants whose ethnicity is unknown than our population of these tenants[1]. The response data has been weighted by ethnicity to ensure that it is representative and reliable.

 Responses by accommodation occupied

 Responses by stock type occupied

In looking at the results, we have analysed the responses by the classification of the building/stock type covering general needs, temporary accommodation and Retirement Living.

We can see that although only 14.52% of our stock is retirement living, 19.77% of respondents to the survey lived in retirement living, whereas the respondent profile of tenants living in general needs housing was underrepresented by 4.80%. Therefore, the data was weighted to ensure that it was representative and reliable.

Response rate by Property type

In looking at the results we have analysed the responses by the type of property occupied covering houses, bungalows and flats (including maisonettes) and bedsits.

The table above highlights response from respondents living in both houses and bungalows was overrepresented whereas for those living is flats was an under representation. The data has therefore been weighted to adjust the results for this difference to ensure the results are reliable. 

Responses by size of the property occupied

Finally, in looking at the results we have analysed the responses by the number of bedrooms the property has covering 0 (bedsits), 1, 2, 3, 4 and those with 5 or more bedrooms.

 The table above shows although we only own 40.95% of properties with 1 bedroom 47.67% of respondents lived in a property with 1 bedroom whereas 26.57% of our properties had 3 bedrooms and yet only 22.09% of respondents lived in a property with 3 bedrooms. The data was therefore weighted to take account of this difference and ensure that the results are reliable.

[1] Ethnicity might not be recorded for a number of reasons but usually it because the person has been a tenant for a very long time and this information wasn’t collected when they first became a tenant.

Part 1: Tenant Perception Measures – tenants of Low Cost Rented Accommodation (LCRA):

The weighted results are the one reported back to the Housing Regulator and not the unweighted results. The return calculates the figure to one decimal place so rounding up and down is used.

Note: Neutral for this report has included where the respondent chose the “neither” option (don’t know/ not applicable have been excluded).  Also, due to rounding up or down the totals might not be exactly 100% but are in accordance with our statutory return. 

As part of the new Housing Regulation, we will be submitting our results to the Housing Regulator before 30^th June 2026. The regulator intends to publish the results of all social housing providers which will be available at: Reports and statistics – GOV.UK

 [ii] Remainder gave a neural response such as neither satisfied nor dissatisfied or unsure

Property Measures:

Remainder gave a neural response such as neither satisfied nor dissatisfied or unsure