Tenant Satisfaction Survey

Results of our 2024 Tenant Satisfaction Measures Survey

Thank You

Thank you to our 146 tenants who participated in this survey

146 responses from 235 tenants (62.1% response rate)

93.8% Overall Satisfaction

Excellent Overall Performance

We're proud that 93.8% of our tenants are satisfied with our service. This reflects our commitment to providing quality housing and support.

Detailed Results by Performance Area

Excellent Performance (90% or above)

These areas show outstanding tenant satisfaction

Overall satisfaction with service

93.8%

TP01

Taking everything into account, how satisfied or dissatisfied are you with the service provided by Harbour Light?

Home is safe

93.2%

TP05

Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Harbour Light provides a home that is safe?

Home well maintained

91.8%

TP04

How satisfied or dissatisfied are you that Harbour Light provides a home that is well-maintained?

Treats fairly and with respect

91.7%

TP08

To what extent do you agree or disagree with the following: ‘Harbour Light treats me fairly and with respect?’

Time to complete repair

90.4%

TP03

If ‘Yes’ to the previous question, how satisfied or dissatisfied are you with the time taken to complete your most recent repair?

Good Performance (70% - 89%)

These areas show strong tenant satisfaction with room for improvement

Repairs service

89.1%

TP02

If ‘Yes’ to the previous question, ‘How satisfied or dissatisfied are you with the overall repairs service from Harbour Light over the last 12 months?

Listens to views

82.0%

TP06

How satisfied or dissatisfied are you that Harbour Light listens to your views and acts upon them?

Keeps informed

81.2%

TP07

How satisfied or dissatisfied are you that Harbour Light keeps you informed about things that matter to you?

Communal areas

77.9%

TP10

If ‘Yes’ to the previous question, how satisfied or dissatisfied are you that Harbour Light keeps these communal areas clean and well-maintained?

Antisocial behaviour

75.3%

TP12

How satisfied or dissatisfied are you with Harbour Light's approach to handling antisocial behaviour?

Areas for Improvement (below 70%)

These areas have lower satisfaction scores with specific context

Neighbourhood contribution

69.9%

TP11

How satisfied or dissatisfied are you that Harbour Light makes a positive contribution to your neighbourhood?

Handling complaints

53.3%

TP09

If ‘Yes’ to the previous question, ‘How satisfied or dissatisfied are you with your landlord's approach to handling complaints?’

Interpreting Our Survey Results

About Our Survey

Harbour Light provides housing for tenants with mental health needs, learning disabilities, and autism. These support needs can influence how individuals engage with surveys, which is a recognised and expected aspect of conducting research in supported housing settings.

Small Sample Impact

At the time of the survey, there were 235 tenants. The 146 responses received represent a strong overall response rate. However, some individual questions had lower response numbers, which may have impacted the reliability of those specific scores..

Next Steps

We are committed to improving the clarity of future surveys and refining our services in response to tenant feedback. Your views are vital in shaping how we operate.

Further Information

The Regulator of Social Housing (RSH) sets out the required format and wording for the Tenant Satisfaction Measures survey. For further details, please visit the RSH website.