Tenant Satisfaction Measures - Survey Results 2024/25

Overview

Southampton City Council commissioned an independent survey company, Acuity Research and Practice to undertake the customer survey on our behalf. The survey was undertaken by telephone interview and online through January and February of 2025. There were a total of 1,501 responses. 1,193 by telephone interview and 308 online.

Southampton City Council’s satisfaction levels are shown as percentages below, the percentages and numbers provided come from both the perception survey carried out and performance data:

Overall Satisfaction

62%

Satisfaction with overall service

Keeping Properties in Good Repair

73%

Satisfied with repairs

67%

Satisfaction with time taken to complete most recent repair

61%

Of repairs completed within target timescale

79%

Of emergency repairs completed within target timescale

63%

Satisfied the home is well maintained

49.7%

Of homes that do not meet the Decent Homes Standard

Maintaining Building Safety

70%

Satisfaction that the home is safe

100%

Gas safety checks completed

99.76%

Fire safety checks completed

97.3%

Asbestos safety checks completed

100%

Water safety checks completed

100%

Lift safety checks completed

Respectful and Helpful Engagement

52%

Satisfied we listen to tenant views and act upon them

60%

Satisfied we keep tenants informed about things that matter to them

72%

Satisfied we treat tenants fairly and with respect

Effective Complaint Handling

26%

Satisfied with our approach to handling complaints

17.7

Stage 1 complaints per 1,000 homes

68.6%

Stage 1 complaints responded to within Complaint Handling timescales

2.4

Stage 2 complaints per 1,000 homes

94.7%

Stage 2 complaints responded to within Complaint Handling timescales

Responsible Neighbourhood Management

62%

Satisfied we keep communal areas clean and well maintained

57%

Satisfied we make a positive contribution to neighbourhoods

47%

Satisfied with our approach to handling anti social behaviour

34.1

Cases of anti social behaviour per 1,000 homes

0.6

Case of hate crime per 1,000 homes

Further information

Keep an eye out for our full report later in the year on how we are responding to all the feedback received from the tenant survey and our plans for improvement.

We value feedback throughout the year and if you would like to be more involved then please contact our Tenant Engagement Team on Tel. 023 8083 3185.