Thank you to everyone who participated in the Tenant Survey in 2024 for the Tenant Satisfaction Measures, here are the results of the survey and the other Tenant Satisfaction Measures reported to the Regulator of Social Housing in June 2025 for the year 2024-25.
Our Results
Tenant perception data was collected through the 2024 Tenant Survey, which was distributed to all homes and promoted via our newsletter, estate notices, and email. More details are available at the end of this page.
A total of 677 tenants responded to the survey in 2024–25. Here are the results:
|
Code
|
Tenant Satisfaction Measure
|
Reported 2024-25
|
Reported 2023-24
|
|
Perception Measures (Tenant Survey 2024)
|
|
TP01
|
Proportion of respondents who report that they are satisfied with the overall service from their landlord.
|
77.3%
|
68.00%
|
|
TP02
|
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service.
|
78.7%
|
72.80%
|
|
TP03
|
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.
|
73.1%
|
68.70%
|
|
TP04
|
Proportion of respondents who report that they are satisfied that their home is well maintained.
|
74.4%
|
64.40%
|
|
TP05
|
Proportion of respondents who report that they are satisfied that their home is safe.
|
81%
|
70.20%
|
|
TP06
|
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them.
|
61.9%
|
53.90%
|
|
TP07
|
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them.
|
66.3%
|
59.50%
|
|
TP08
|
Proportion of respondents who report that they agree their landlord treats them fairly and with respect.
|
77.99%
|
71.10%
|
|
TP09
|
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling.
|
48.30%
|
34.20%
|
|
TP10
|
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained.
|
59.6%
|
55.20%
|
|
TP11
|
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood.
|
57.6%
|
51.20%
|
|
TP12
|
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour.
|
54.0%
|
49.30%
|
|
Building Safety
|
|
BS01
|
Proportion of homes for which all required gas safety checks have been carried out.
|
100%
|
100%
|
|
BS02
|
Proportion of homes for which all required fire risk assessments have been carried out.
|
100%
|
95.4%
|
|
BS03
|
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out.
|
99.1%
|
99.5%
|
|
BS04
|
Proportion of homes for which all required legionella risk assessments have been carried out.
|
100%
|
100%
|
|
BS05
|
Proportion of homes for which all required communal passenger lift safety checks have been carried out.
|
100%
|
100%
|
|
Anti-social Behaviour
|
|
NM01 (pt1)
|
Number of anti-social behaviour cases opened per 1,000 homes.
|
105.1
|
49.8
|
|
NM01 (pt2)
|
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes.
|
1.4
|
1.4
|
|
Decent Homes Standard and Repairs
|
|
RP01
|
Proportion of homes that do not meet the Decent Homes Standard. (Lower percentage is better).
|
2.50%
|
3.90%
|
|
RP02 (1)
|
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale. (Higher percentage is better).
|
91.4%
|
67.30%
|
|
RP02 (2)
|
Proportion of emergency responsive repairs completed within the landlord’s target timescale. (Higher percentage is better).
|
100%
|
95.30%
|
|
Complaints
|
|
CH01 (1)
|
Number of stage one complaints received per 1,000 homes.
|
34.7
|
27.7
|
|
CH01 (2)
|
Number of stage two complaints received per 1,000 homes.
|
4.7
|
4.1
|
|
CH02 (1)
|
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
90.3%
|
89.3%
|
|
CH02 (2)
|
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales.
|
100%
|
100.00%
|
How we ran the Tenant Perception Survey in 2024
Read our Summary of Survey Approach and see a copy of the survey.
2024's Tenant Survey took place over the summer. A paper copy of the survey was sent to every household, we also digitally sent opportunities to complete the survey via Keep me posted bulletins and via the phone, in person at existing visits and also at one of our summer 'meet the team' events.
We received a total of 677 responses. Thank you to all the tenants who responded, we really appreciated your time and effort to achieve this.
To maximise the opportunity to speak to as many residents as possible, Dover District Council agreed to run a prize draw.
Cllr Kevin Mills, Leader of the Council and Cllr Pamela Brivio, Portfolio Holder for Social Housing, Port Health, Skills and Education, selected the winners at random from the survey respondents that entered the prize draw, as seen below.
Thank you again to everyone who took part in the survey. Your feedback is invaluable in helping us improve our services. Keep an eye out for next year’s survey and prize draw!
To stay informed about housing news and consultations, sign up for Keep Me Posted and select the 'Housing for Tenants' option.