Tenant satisfaction measures summary of approach
Summary of achieved sample size
At the beginning of the data collection in November 2023, Ealing supplied The Leadership Factor (TLF) with an extract of its live database which comprised 9621 total tenant population (low cost rented accommodation (LCRA) population). Regular updates were then shared throughout the year.
Ealing were advised by TLF that to meet the accuracy requirements for the TSM survey based on Ealing’s total stock size, a margin of error of +/-4% or less was required. The actual margin of error achieved was +/-3%, meaning there is a 95% confidence interval that the overall % satisfied was within +/-3%.
1,043 LCRA interviews were completed between November 2023 and January 2024, achieving an accuracy of +4% for LCRA tenants.
Timing of the survey
The TSM survey is undertaken on a monthly rolling basis. Surveys for 2023-2024 data were carried out between November 2023 and January 2024, using the same script, questions and question order throughout.
Tenants were flagged once they had responded and were not re-surveyed in the 12-month period.
Data collection methods
The majority (98.3%) of surveys for 2023 to 2024 were conducted by telephone (1025), 1.2% were conducted online (13) and 0.5% by post (5). The variety of methods used reduced digital exclusion and ensured that as many participants as possible were included.
TLF made telephone calls at various times of day including morning, afternoon and evening. TLF followed the MRS code of conduct when calling tenants. Calls were made between the hours of 9:30am and completed by 9:30pm, and no calls were started after 8:30pm. Interviewers made up to 5 attempts to secure a survey response with each sampled LCRA household. TLF recorded telephone interview responses on their system.
This method ensured a representative sample which reached as many people as possible.
Sampling methods
A stratified random sampling approach was used to sample the database and set quotas on age, ethnicity, number of bedrooms, tenancy type and area. No households were excluded from the sampling.
Assessment of representativeness of respondents
TSM survey results were representative of Ealing’s wider LCRA population.
The characteristics used to measure representativeness included:
- age group
- locality including area, sub-area, location type, region and estate and neighbourhood.
- individual characteristics including gender, ethnicity, religion, disability, language and orientation
- property information including number of bedrooms and property type
- tenancy information including tenancy status, tenancy start date, length of tenancy, tenure type, rent group, person reference for sole and joint tenants
These categories were chosen to provide good coverage by geographical location, demographic profile, and type of housing. Our tenure types pick up general needs and sheltered housing.
Details of applied weighting
No weighting of data was required as the sample is representative of the total population, when looked at across tenure, age, religion and ethnicity.
External contractors used
Ealing Council commissioned The Leadership Factor (TLF) to carry out the Tenant Satisfaction Measures (TSM) surveys. TLF is an independent market research agency that is an accredited partner of the Market Research Society and is fully compliant with the MRS Code of Conduct and GDPR requirements.
Households excluded from the sampling frame under exceptional circumstances
This is not applicable. No households were excluding from the sampling.
Reasons for failure to meet required sample size requirements
This is not applicable. The required sample size was met.
Incentives used in the survey to encourage response
This is not applicable. No incentives were used in the survey.
Methodological issues that have a material impact on satisfaction
This is not applicable. There do not appear to be any methodological issues that have a material impact on the perception measures reported.
Data protection and confidentiality
Ealing Council have chosen to link the TSM responses to individuals to follow up on any issues identified within the responses. The respondent is advised of confidentiality at the beginning of the survey and asked for consent to continue.
If they do not consent, then the respondent remains anonymous and identifying details are not shared internally or externally beyond those who require the information to produce the TSMs.
At the end of the survey, the respondent is asked for permission to link the answers to their identifying details and are also asked if they would like to participate further in the co-production in the delivery of the council’s housing services.
Survey questions
All the Regulator of Social Housing’s stipulated questions are asked, as specified, plus 6 additional questions at the end.
TSM questions and routing were correct and TSM scales were used correctly.
We have not asked the TSM questions in any other perception survey and there have been no changes to the survey methodology during the year.