We are running a Tenant Satisfaction survey with the support of HWLincs and they will be contacting you soon, either by email or phone, to invite you to take part. Find out more about the Tenant Satisfaction Measures survey.
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 01664 793235), 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 2025/2026 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.
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 415 tenants, 8 responses came in through the post, 244 via phone and 163 online. Our survey was carried out between July 2025 and February 2026. We excluded 0 residents from the survey. A mixed methods approach to data collection was used to be inclusive, ensuring all could share their views in a way that best suited their needs. The survey was carried out quarterly.
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 +/- 4.20% 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.
You can also request a copy of our summary approach report by contacting involvement@melton.gov.uk.
- Overall satisfaction - 67.6% (up 4.1%)
- Satisfaction with repairs - 73.5% (up 1.4%)
- Satisfaction with time taken to complete most recent repair – 67.2% (up 3.1%)
- Satisfaction that home is well maintained – 65.9% (up 3.5%)
- Satisfaction that home is safe – 75.8% (up 2.7%)
- Satisfaction that we listen to tenant views and act upon them – 55.2% (up 4.5%)
- Satisfaction that we keep tenants informed about things that matter to them – 63.7% (up 5.4%)
- Agreement that we treat tenants fairly and with respect – 72.8% (up 6%)
- Satisfaction with our approach to handling complaints – 40.0% (up 3.4%)
- Satisfaction that we keep communal areas clean and well maintained – 71.7% (up 3.5%)
- Satisfaction that we make a positive contribution to neighbourhoods – 59.8% (up 3.9%)
- Satisfaction with our approach to handling anti-social behaviour – 55.8% (up 13.5%)
- Gas safety checks completed - 100%
- Fire safety risk assessments completed - 100%
- Asbestos checks completed – 100%
- Legionella risk assessments completed – 100%
- Lift safety checks completed – 100%
- Proportion of non-emergency repairs completed on time – 80.9% (down 15.6%)
- Proportion of emergency repairs completed on time – 97.5% (down 2.0%)
- Number of anti-social behaviour cases opened per 1,000 homes – 67.2 (down 1.2)
- Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes – 0.6 (up 0.6)
- Proportion of homes that meet the Decent Homes Standard – 94.3% (down 2.0%)
- Stage 1 complaints received per 1,000 homes – 82.3 (up 43.5)
- Proportion of stage 1 complaints responded to on time – 89% (down 0.9%)
- Stage 2 complaints received per 1,000 homes – 19.6 (up 14.6)
- Proportion of stage 2 complaints responded to on time – 91.4% (down 8.6%)
Previous years results
