Tenant Satisfaction Measures

This is just one of the ways we listen to your views. You may be contacted to take part in a satisfaction survey over the phone or via email. The questions we ask you are called ‘Tenant Satisfaction Measures’.  
 

The survey

We contact a random group of residents to complete the survey each year, this might be over the phone or via email. The survey is quite short, it should only take 5 to 7 minutes to complete.
 

How we use the results

We read every piece of feedback you share and use it to spot ways to improve. Sometimes we can make changes straightaway and sometimes we use your feedback to help us plan for improvements in the future. We will tell you how your feedback is impacting on our services through our regular communications.

The surveys are completed anonymously, however, if you are dissatisfied with your experience, you have the option to give permission for us to contact you to talk about your experience and try to make it right.
 

How else can I share my feedback?

There are lots of ways you can get in touch to share your feedback. Whether you want to compliment a member of our team or let us know we didn’t get it right, we love to hear from you.

• Did we get it wrong? Let us know using the form on our complaints and feedback page.
• Start a live chat with our Customer First team
• Call our Customer First team on 01733 385000
• Tell us in person, you can visit CKH Customer Central on Bridge Street. 

How many people took part (number of responses)?

We received survey responses from 1,287 people, of which 1,284 provided us with an overall satisfaction score. This includes 984 responses from people living in our rented homes, including retirement housing communities, and 303 responses from people living in shared ownership homes.

When did this survey take place (timing)?

The survey was conducted between April 2025 and February 2026. We conducted the survey throughout the year, asking different residents to share their views over the time period.

How did people take part in the survey (collection methods)?

All surveys were conducted over the phone. 

How do we choose the participants? (sample method)?

All residents  were chosen randomly.  At the start of the programme, we created a list of residents eligible to be contacted for a TSM survey.   A daily automated process checked the list and removed anyone no longer eligible - for example, if the tenancy had ended, or they had already completed or declined the survey.

The list was paired with a random number generator to create a fair, shuffled order. This ensured each eligible resident had an equal chance of being selected. The report showed the top 25 residents by needs category to be contacted - this was the live call list for staff. Each time the report was refreshed, a new random set of 25 residents was shown.

Although people were selected at random, we monitored responses carefully. In cases where we found that enough responses were received from a particular group (such as residents over 65 years of age), we removed this group from the future contact list to ensure we would receive an evenly balanced range of opinions.

Does the sample of people who took part represent the wider community living in CKH homes (representativeness)?

In most cases, yes it does.  We want to make sure our survey results reflect the views of all types of residents. To do this, we compare the mix of people who took part with the mix of people living in our homes.

We looked at things like resident age, ethnicity, the type of tenancy, location, household size, property type and number of bedrooms. For each of these, we checked whether the proportion of people who responded matched their proportion of our total resident population. For example, given that a third of our rented properties are flats, we would expect roughly 33% of survey responses to come from residents living in a flat.

We then used a standard statistical method called a Chi-Squared test to whether any gaps we found were large enough to matter. The results are shown in the demographic breakdown report . A green highlight means the gap is small enough that it is unlikely to be significant. A red highlight means the gap is larger and worth noting.

We don't include groups that are too small (e.g. fewer than 5 expected responses), as the results for very small groups are not reliable.

For most groups, the people who responded closely matched our overall resident population. We did receive slightly fewer responses than expected from residents in rented housing who are Asian or Asian British, and from residents aged 35-44. We looked carefully at satisfaction levels for these groups and found that even if more of them had responded, it would not have changed our overall results.   

Was weighting used?

No. Weighting is a statistical technique that can be used to update survey responses to better represent the wider community. We did not use weighting as we made sure we spoke to people from a wide range of ages, abilities, and backgrounds and believe no group was at a disadvantage through the random approach.

Did CKH use an external company to complete the survey?

No, all surveys were completed by CKH staff.

Were any households excluded?

Almost all residents had the opportunity to be selected at random. However, we did exclude a very small number of residents (204) where there was recorded aggressive behaviour to protect the emotional wellbeing of our staff.

What sample size was needed?

A minimum of 979 responses for Low Cost Rental Accommodation residents and a minimum of 303 response for Low Cost Home Ownership were required to meet the sample size set by the Regulator of Social Housing.  We achieved 981 and 303.

To make sure our survey results reflected the views of all residents with a high level of confidence, we used a sample size that gives a margin of error of +/-3% for Low Cost Rented Accommodation and +/-5% for Low Cost Home Ownership. This means we can be 95% confident that the reported satisfaction levels are accurate within 3% or 5% of the true values for each group.

Were any incentives offered?

No, we simply asked people to spare a few minutes to share some feedback to help us improve.

What questions were asked?

We asked 11 questions about people's experiences and perceptions of our services.

We also asked if residents wanted to provide more information and checked if they gave permission for us to follow up on negative feedback to try to put things right and share the information with other teams.

You can read all the questions in the questionnaire survey design.

Were there any factors in the method applied that may have had a material impact on the measures reported?

No. We adopted the same survey approach as last year.

Why did we choose this approach (Methodology)?

We conduct our resident satisfaction surveys using our own staff, over the phone, to build a better understanding of residents' experiences and ensure their feedback directly informs how we shape and improve our services. Speaking directly with residents allowed us to clarify responses, provide support in real time, explore concerns in greater depth, and address misunderstandings (e.g. thinking we did not provide a certain service) or urgent issues as they arose-something that is not possible through external, online or email-based surveys. 

Conducting the survey over the course of the year enabled us to identify and act on emerging trends quickly, as well as respond effectively to issues as they developed. This approach also helped us reach residents who may not regularly use email or have reliable access to digital platforms, ensuring their voices were heard.

We did not use any visual featu res to support the survey, as it was conducted over the phone.

The results 

Click on the headings to view the results by topic: