Housing performance

Tenant satisfaction measures survey

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In October 2023, we ran the first tenant satisfaction measure survey to understand how well Swindon Borough Council manages homes and neighbourhoods. The survey was sent to nearly 10,000 tenants and collected 1,958 responses. We used paper forms, email links and QR codes to make it easy for tenants to participate and included a prize draw to thank those who responded.

To make sure the results were fair, we sent extra surveys to areas and groups with fewer responses and worked with a company to gather more answers by phone.

For detailed insights into how the survey was conducted, the challenges faced and the steps taken to ensure fairness, download the tenant satisfaction measure survey (PDF).

Q1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by Swindon Borough Council Housing Services?

  • Very satisfied: 27.4%
  • Fairly satisfied: 34.0%
  • Neither satisfied or dissatisfied: 16.0%
  • Fairly dissatisfied: 12.2%
  • Very dissatisfied: 10.4%

Q2. Has Swindon Borough Council Housing Services carried out a repair to your home in the last 12 months?

  • Yes: 69.4%
  • No: 30.6%

Q3. How satisfied or dissatisfied are you with the overall repairs service from Swindon Borough Council Housing Services over the last 12 months?

  • Very satisfied: 42.2%
  • Fairly satisfied: 25.6%
  • Neither satisfied or dissatisfied: 11.6%
  • Fairly dissatisfied: 10.8%
  • Very dissatisfied: 9.7%

Q4. How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

  • Very satisfied: 37.0%
  • Fairly satisfied: 25.4%
  • Neither satisfied or dissatisfied: 11.5%
  • Fairly dissatisfied: 11.2%
  • Very dissatisfied: 15.0%

Q5. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services provides a home that is well maintained?

  • Very satisfied: 28.5%
  • Fairly satisfied: 29.1%
  • Neither satisfied or dissatisfied: 16.7%
  • Fairly dissatisfied: 13.3%
  • Very dissatisfied: 12.4%

Q6. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Swindon Borough Council Housing Services provides a home that is safe?

  • Very satisfied: 35.7%
  • Fairly satisfied: 28.9%
  • Neither satisfied or dissatisfied: 13.1%
  • Fairly dissatisfied: 10.9%
  • Very dissatisfied: 11.3%

Q7. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services listens to your views and acts upon them?

  • Very satisfied: 19.4%
  • Fairly satisfied: 25.2%
  • Neither satisfied or dissatisfied: 23.7%
  • Fairly dissatisfied: 15.9%
  • Very dissatisfied: 15.7%

Q8. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services keeps you informed about things that matter to you?

  • Very satisfied: 24.3%
  • Fairly satisfied: 28.7%
  • Neither satisfied or dissatisfied: 24.1%
  • Fairly dissatisfied: 11.7%
  • Very dissatisfied: 11.2%

Q9. To what extent do you agree or disagree with the following "Swindon Borough Council Housing Services treats me fairly and with respect"?

  • Very satisfied: 37.0%
  • Fairly satisfied: 30.1%
  • Neither satisfied or dissatisfied: 19.3%
  • Fairly dissatisfied: 6.5%
  • Very dissatisfied: 7.1%

Q10. Have you made a complaint to Swindon Borough Council Housing Services in the last 12 months?

  • Yes: 25.0%
  • No: 75.0%

Q11. How satisfied or dissatisfied are you with Swindon Borough Council Housing Services approach to complaints handling?

  • Very satisfied: 9.1%
  • Fairly satisfied: 14.6%
  • Neither satisfied or dissatisfied: 18.4%
  • Fairly dissatisfied: 22.4%
  • Very dissatisfied: 35.5%

Q12. Do you live in a building with communal areas, either inside or outside, that Swindon Borough Council Housing Services is responsible for maintaining?

  • Yes: 52.6%
  • No: 42.9%
  • Don’t know: 4.5%

Q13. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services keeps these communal areas clean and well maintained?

  • Very satisfied: 34.9%
  • Fairly satisfied: 24.9%
  • Neither satisfied or dissatisfied: 11.7%
  • Fairly dissatisfied: 12.3%
  • Very dissatisfied: 16.3%

Q14. How satisfied or dissatisfied are you that Swindon Borough Council Housing Services makes a positive contribution to your neighbourhood?

  • Very satisfied: 17.9%
  • Fairly satisfied: 28.4%
  • Neither satisfied or dissatisfied: 31.3%
  • Fairly dissatisfied: 13.0%
  • Very dissatisfied: 9.3%

Q15. How satisfied or dissatisfied are you with Swindon Borough Council Housing Services approach to handling anti-social behaviour?

  • Very satisfied: 18.5%
  • Fairly satisfied: 23.2%
  • Neither satisfied or dissatisfied: 34.1%
  • Fairly dissatisfied: 10.7%
  • Very dissatisfied: 13.5%

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Performance information

The ten performance measures below have been collected across the last year:

  • Gas safety checks
    • Proportion of homes for which all required gas safety checks have been carried out: 99.7%
  • Fire safety checks
    • Proportion of homes for which all required fire risk assessments have been carried out: 100%
  • Asbestos safety checks
    • Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out: 100%
  • Water safety checks
    • Proportion of homes for which all required legionella risk assessments have been carried out: 100%
  • Lift safety checks
    • Proportion of homes for which all required communal passenger lift safety checks have been carried out: 100%
  • Complaints relative to the size of the landlord
    • Number of stage one complaints received per 1,000 homes: 51.1
    • Number of stage two complaints received per 1,000 homes: 5.7
  • Complaints responded to within Complaint Handling Code timescales
    • Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 82.1%
    • Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales: 79.7%
  • Anti-social behaviour cases relative to the size of the landlord
    • Number of anti-social behaviour cases opened per 1,000 homes: 28.4
    • Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes: 1.9
  • Homes that do not meet the Decent Homes Standard
    • Proportion of homes that do not meet the Decent Homes Standard: 12%
  • Repairs completed within target timescale
    • Proportion of Non-emergency responsive repairs completed within the landlord’s target timescale: 65.2%
    • Proportion of Emergency responsive repairs completed within the landlord’s target timescale: 79.8%

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