How we measure tenant satisfaction

Questionnaire

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Hounslow Tenant Satisfaction Measures Interview Script

This page specifies the script of our 2023/24 Tenant Satisfaction Measure questionnaire, which was used by independent researchers when interviewing tenants to complete the survey.   

Introduction

  • Good [time of day] I'm calling to speak to [full name] or perhaps you could help me
  • My name is [interviewer].
  • I'm just calling on behalf of the London Borough of Hounslow to get your feedback on what it's like to live in your home and neighbourhood, If that's OK? It should only take a few minutes. 
  • Once you have agreement to interview say: "Just to let you know, this call will be recorded for monitoring and training purposes. Your answers will also be linked to your personal data and used to improve services, however, none of the questions are compulsory and you can end the call at any point. The feedback we collect will be used to calculate annual Tenant Satisfaction Measures to be published by Hounslow. Is that okay?"
  • The Tenant Satisfaction Measures (TSMs) have been brought in by the Regulator of Social Housing in response to the Grenfell Tower Tragedy and are designed to monitor the performance of councils and housing associations. Data is being collected each financial year, starting from April 2023, and will be published at the end of that year.

Questions: 

  • Q1 Can I confirm I am speaking to? [Open verbatim] 
  • Q2 Taking everything into account, how satisfied or dissatisfied are you with the service provided by Hounslow? The possible response options to this and the following queries are - very satisfied, fairly satisfied, neither, fairly dissatisfied or very dissatisfied [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied]
  • Q3 Has Hounslow carried out a repair to your home in the last 12 months? [Yes / No] 
  • [If Q3 = Yes] Q4 How satisfied or dissatisfied are you with the overall repairs service from Hounslow over the last 12 months? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied]
  • [If Q3 = Yes] Q5 How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied]
  • Q6 How satisfied or dissatisfied are you that Hounslow provides a home that is well maintained? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied] 
  • Q7 Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Hounslow provides a home that is safe? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied / Not applicable / don’t know]
  • [IF Q7 = Fairly / Very dissatisfied] Q8 Please tell me what makes your home unsafe [Open verbatim]
  • Q9 Do you live in a building with communal areas, either inside or outside, that Hounslow is responsible for maintaining? [Yes / No / Don’t know] 
  • [IF Q9 = Yes] Q10 How satisfied or dissatisfied are you that Hounslow keeps these communal areas clean and well maintained? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied]
  • Q11 How satisfied or dissatisfied are you that Hounslow makes a positive contribution to your neighbourhood? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied / Not applicable / don’t know]
  • Q12 To what extent do you agree or disagree with the following, “Hounslow treats me fairly and with respect The possible response options here are strongly agree, agree, neither, disagree, strongly disagree or don't know, not applicable [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied / Not applicable / don’t know]
  • Q13 How satisfied or dissatisfied are you that Hounslow listens to your views and acts upon them? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied / Not applicable / don’t know]
  • Q14 How satisfied or dissatisfied are you that Hounslow keeps you informed about things that matter to you? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied / Not applicable / don’t know] 
  • Q15 Have you made a complaint to Hounslow in the last 12 months? [Yes / No]
  • [If Q15 = Yes] Q16 How satisfied or dissatisfied are you with Hounslow’s approach to complaints handling? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied]
  • Q17 How satisfied or dissatisfied are you with Hounslow’s approach to handling anti-social behaviour? [Very satisfied / Fairly satisfied / Neither satisfied nor dissatisfied / Fairly dissatisfied / Very dissatisfied / Not applicable / don’t know]
  • Q18 At any stage during the past 12 months, have you felt as though you were struggling financially due to the cost of living crisis? [Yes / No] 
  • [If any dissatisfied] Q19 You mentioned that you are dissatisfied with some aspects of service, please could you tell me what in particular led to you being dissatisfied? [Open verbatim] 
  • Q20 During the past year, can you think of any aspect of service that stands out as having been particularly good? [Open verbatim] 
  • Q21 Thank you very much for your time. Hounslow may want to contact you to better understand the service you receive. Would you be happy for them to get in touch with you? [Yes / No] 
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