This is the questionnaire that was used for the 2024 to 2025 survey asking tenants to rate how well we are performing as a landlord.
Introduction
Hi, my name is (person's name) and I am calling from TLF Research on behalf of Ealing Council. We are conducting their tenant satisfaction research which will be used to calculate the annual tenant satisfaction measure and this will be reported to the Regulator of Social Housing. This will also be published by your landlord to show you how they are performing. Your feedback would be really appreciated. Would you be able to spare 5 to 10 minutes to take part now please?
- if yes, continue.
- if no, booking if willing
Thank you. We follow the Market Research Society code of conduct and data legislation which means your answers are confidential and we will check at the end if you are happy to have your name added to your feedback and share this with Ealing Council. In addition, the call may be recorded for quality and training purposes.
Questions
1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by Ealing Council?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not answered [interview do not read out - only an option if respondent cannot answer or refused to answer]
If very satisfied probe "why would you say you are satisfied?"
If fairly satisfied or neither satisfied nor dissatisfied probe "what could Ealing Council do to make you more satisfied?"
If fairly or very dissatisfied probe "why would you say you are dissatisfied?"
2. Has Ealing Council carried out a repair to your home in the last 12 months?
- yes (go to question 3)
- no (go to question 5)
3. How satisfied or dissatisfied are you with the overall repairs service from Ealing Council over the last 12 months?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not answered
4. How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not answered
4b. Do any of the repairs you have reported in the last 12 months still need work doing to complete them?
- yes (go to question 4c)
- no (go to question 5)
- not applicable or do not know (go to question 5)
4c. Please can you briefly give more detail on this?
5. How satisfied or dissatisfied are you that Ealing Council provides a home that is well maintained?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not answered
6. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Ealing Council provides a home that is safe?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not applicable or do not know
7. How satisfied or dissatisfied are you that Ealing Council listens to your views and acts upon them?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not applicable or do not know
8. How satisfied or dissatisfied are you that Ealing Council keeps you informed about things that matter to you?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not applicable or do not know
9. To what extent do you agree or disagree with the following "Ealing Council treats me fairly and with respect"?
- strongly agree
- agree
- neither agree nor disagree
- disagree
- strongly disagree
- not applicable or do not know
10. Have you made a complaint to Ealing Council in the last 12 months?
- yes (go to question 11)
- no (go to question 12)
11. How satisfied or dissatisfied are you with Ealing Council's approach to complaints handling?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not answered
11b. What was the reason for your most recent complaint?
- repairs and maintenance
- damp or mould
- safety or security of your property
- tenancy management
- not being kept informed or lack of communication
- upkeep of communal areas
- grounds maintenance service
- a member of staff
- anti-social behaviour
- complaint about neighbour
- other - please capture
12. Do you live in a building with communal areas, either inside or outside, that Ealing Council is responsible for maintaining?
- yes (go to question 13)
- no (go to question 14)
- do not know (go to question 14)
13. How satisfied or dissatisfied are you that Ealing Council keeps these communal areas clean, and well maintained?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not answered
14. How satisfied or dissatisfied are you that Ealing Council makes a positive contribution to your neighbourhood?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not applicable or do not know
15. How satisfied or dissatisfied are you with Ealing Council's approach to handling anti-social behaviour?
- very satisfied
- fairly satisfied
- neither satisfied nor dissatisfied
- fairly dissatisfied
- very dissatisfied
- not applicable or do not know
15b. Within the last 12 months have you reported an incident of anti-social behaviour to Ealing Council?
- yes
- no
- do not know
16. To what extent do you agree or disagree with the following "It is easy to contact Ealing Council regarding a housing matter or issue when I need to"?
- strongly agree (go to question 17)
- agree (go to question 17)
- neither agree nor disagree (go to question 16b)
- disagree (go to question 16b)
- strongly disagree (go to question 16b)
- not applicable or do not know (go to question 17)
16b. Can you please tell me why you have given that answer?
17. Based on your experience with Ealing Council over the last 12 months, do you feel like the housing services Ealing are providing are:
- getting better
- staying the same
- getting worse
18. Are you interested in getting more involved in how Ealing Council makes decisions and delivers the services you receive? This could be as a member of a group or panel, or more informal methods such as giving feedback via other surveys and information sent to you.
- yes - I'm happy to get involved with future improvement initiatives, and consent to Ealing Council getting in touch with me about this in the future (go to question 18b)
- no - please don't put me forward for this
18b. Can you tell us which of the following areas you would be most interested in feeding back on and getting involved with? (can select more than one)
- repairs and maintenance
- housing management and customer service
- rent collection and financial support
- other (please specify)
19. Your answers are currently confidential. It may be useful for your name to be attached to your responses when the results are shared with Ealing Council. Would this be okay?
Please note, if you have agreed for Ealing Council to get in touch with you about future research initiatives and working groups, you can still opt to not have your other survey responses attached to your name.
- yes, I agree to my name being attached to my responses (go to question 20)
- no, I would like to remain anonymous (go to close)
For non-anonymous customers only
20. Are you happy for Ealing Council to contact you in relation to the feedback that you have given during this survey, if they wish to do so?
- yes
- no
End note
Please note, if you have raised any concerns or issues that you want addressing, please raise these directly with Ealing Council via their call centre, on 020 8825 5687 (for general queries) or 020 8825 5682 (for repairs reporting). You can also report repairs via their website: www.ealing.gov.uk
If you would like to make a complaint to Ealing Council, please find information about making a complaint in the council housing section of their website, at www.ealing.gov.uk
Finally, would you like our telephone number or that of the Market Research Society to check our credibility or make comments regarding this interview or our website address to read more information about how we process your personal data? (TLF: 01484 599610 and MRS: 0800 975 9596, Website: www.tlfresearch.com).