Tenant Satisfaction Measures

We want to hear what you think about your home and our services so we can keep improving. One way we do this is through Tenant Satisfaction Measures (TSMs). These are questions about how happy you are with your home and landlord. The government asks all social landlords to collect this information every year and share the results.

You can find out more about Tenant Satisfaction Measures on the government website.

Each year, our independent partner HWLincs will run a short survey for us. They may contact you by phone (from 01205 820892), email (hwlincs@online1.snapsurveys.com), or send a paper survey if you ask. Calls only happen between 8am–8pm weekdays and 10am–6pm Saturdays. HWLincs is a trusted charity and your answers are confidential and anonymous. Calls may be recorded to help improve quality, and your privacy is fully protected. HWLincs is registered with the Information Commissioner’s Office and follows strict data protection laws, so your details will never be shared with anyone else.

If you have questions about the survey or want a paper or email copy, contact involvement@melton.gov.uk or HWLincs on 01205 820892 / enquiries@hwlincs.co.uk.

We will also discuss our performance with our ‘Your Voice, Your Choice’ tenants' group and we encourage you to get involved. If you are interested please contact involvement@melton.gov.uk or look on our tenant voice and engagement webpages.

Your feedback helps us improve and lets you hold us to account. Thank you for taking part.

Tenant satisfaction measures 2024/2025 results

We are required to report on 22 key standards—10 based on performance management measures and 12 based on tenant perception.

You can view the results and the summary of approach below, which include an infographic with a text-based version of this data underneath.

Perception survey results

Tenant satisfaction measures perception survey results 2024/2025

Overall satisfaction - 63.5% (up 0.1%)
Satisfaction with repairs - 72.1% (up 0.2%)
Satisfaction with time taken to complete most recent repair – 64.1% (down 2.9%)
Satisfaction that home is well maintained – 62.4% (down 5%)
Satisfaction that home is safe – 73.1% (down 5.6%)
Satisfaction that we listen to tenant views and act upon them – 50.7% (down 3%)
Satisfaction that we keep tenants informed about things that matter to them – 58.3% (down 3.8%)
Agreement that we treat tenants fairly and with respect – 66.8% (down 5.9%)
Satisfaction with our approach to handling complaints – 36.6% (up 8.9%)
Satisfaction that we keep communal areas clean and well maintained – 68.2% (down 5.6%)
Satisfaction that we make a positive contribution to neighbourhoods – 55.9% (down 8.7%)
Satisfaction with our approach to handling anti-social behaviour – 42.3% (down 4.3%)

Performance management measures

Tenant Satisfaction Measures performance management data

Gas safety checks completed - 100% (up 0.1%)
Fire safety risk assessments completed - 100%
Asbestos checks completed – 100% (up 9%)
Legionella risk assessments completed – 100%
Lift safety checks completed – 100%
Non emergency repairs completed on time – 96.5% (up 3.5%)
Emergency repairs competed on time – 99.5% (down 0.5%)
Anti social behaviour cases – 68.4 (up 9.4)
Anti-social behaviour cases that involve hate crime – 0
Properties that meet the Decent Homes Standard– 96.3% (up 0.3%)
Stage 1 complaints received – 38.7 (down 3.3)
Stage 1 complaints handled in Housing Ombudsman timescales – 89.9% (up 1.9%)
Stage 2 complaints received – 5
Stage 2 complaints handled in Housing Ombudsman timescales – 100%

Summary of approach

To meet the requirements of the Tenant Satisfaction Measures (TSMs), we engaged an external provider, HWLincs to carry out the survey. We used telephone, email, and postal methods. In total we heard from 347 tenants, 2 responses came in through the post, 199 via phone and 146 online. Our first survey was completed on 21 of January 2025 and our final survey was completed on 28 of February 2025. We excluded 0 residents from the survey and adopted a one-off census approach to ensure a consistent and manageable process after procuring a new contractor for our TSM’s.

No incentives were offered for participation, and we did not apply any weighting to the responses. Our aim was to achieve a representative sample across our resident base. We successfully gathered a sample that was found to be representative of MBC wider tenant population (within the +/- 4.69% confidence level, better than the 5% required) across demographic factors such as age, gender, ethnicity, ward, tenure, property type, and size.

All questions used in the survey were the standard questions required for TSM reporting; with 4 additional or non-standard questions included to help us use the data and develop insight to support us in improving services for our tenants.

A copy of the survey can be found at the bottom of this page in the Download Panel.