Tenant satisfaction measures

Summary of achieved sample size

At the beginning of the data collection in April 2024, Ealing supplied The Leadership Factor (TLF) with an extract of its live database which comprised 9,598 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 +/-3% or less was required. The actual margin of error achieved was +/-2.8%, meaning there is a 95% confidence interval that the overall percentage satisfied was within +/-3%.

1,050 LCRA interviews were completed between April 2024 and March 2025, achieving an accuracy of +3% for LCRA tenants.

Timing of the survey

The TSM survey is undertaken on a monthly rolling basis. Surveys for 2024 to 2025 data were carried out between April 2024 and March 2025, 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

All surveys for 2024 to 2025 were conducted by telephone (1,050). This allowed Ealing to reach a wide tenant base and correct any imbalance in response by setting quotas for the telephone interviews.

TLF made telephone calls at various times of day including morning, afternoon and evening. TLF followed the Market Research Society (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 8:30 pm. Interviewers made up to 5 attempts to secure a survey response with each sampled LCRA household. TLF recorded telephone interview responses on their system.

Sampling methods

A stratified random sampling approach was used to sample the database, and quotas were set by age group and tenure, as this is the category which has the biggest influence on satisfaction scores as identified by the Regulator of Social Housing. Sampling was also monitored by region and ethnicity to ensure the sample was representative of the overall tenant population. 

Any tenants who completed the survey were removed from the sampling group going forward as TSM guidelines state that only 1 person per household can be interviewed per year, and those who refused the survey were removed from the sample for 6 months, to meet MRS guidelines.

Assessment of representativeness of respondents 

TSM survey results were representative of Ealing’s wider low cost rented accommodation (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 type
• tenure type, including general needs, sheltered housing and temporary accommodation

These categories were chosen to provide good coverage by geographical location, demographic profile, and type of 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 (MRS) 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'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.