Housing performance
Contents
- Annual Complaints and Service Improvement report
- Complaint Handling Code - Self-assessment
- Tenant Satisfaction Measures in 2024/25
- Tenant Satisfaction Measures in 2023/24
Tenant Satisfaction Measures in 2023/24
Our housing service has been collecting information required by the regulator of social housing to help monitor how well our social landlords are doing in providing good quality homes and services to their tenants:
There are 22 different Tenant Satisfaction Measures known as TSMs in total, 10 of which are based on information we record and monitor within our service delivery and 12 are collected through a tenant perception survey which was undertaken at the start of 2024.
The TSMs relate to five key areas which have been introduced to help tenants review the council’s performance as a landlord and to ensure we continuously develop and improve our services.
April 2023 to March 2024
Keeping homes in good repair
- 99% of emergency repairs completed in time
- 82.6% of non-emergency repairs completed in time
- 61.5% of tenants are satisfied with the repairs service
- 54.8% of tenants are satisfied with the time taken to complete their most recent repair
- 20.5% of our homes do not meet the Decent Homes Standard
- 58.5% of tenants are satisfied their home is well maintained
- 60.5% of tenants are satisfied communal areas are clean and well maintained
Maintaining building safety
- 65.1% of tenants are satisfied their homes are safe
- 96.3% of fire safety assessments have been carried out
- 99.8% of gas safety checks have been completed
- 52.7% of asbestos safety checks have been completed
- 45.5% of water safety checks have been completed
- 100% of lift safety checks have been completed
Being respectful and helpful
- 60.6% of tenants are satisfied with the overall service we provide
- 53.5% of tenants are satisfied we keep them informed about things that matter to them
- 44.8% of tenants are satisfied we listen to their views and act upon them
- 59.8% of tenants agree we treat them fairly and with respect
Effective handling of complaints
- 25.8% of tenants are satisfied with our approach to complaints handling
- 36 stage 1 complaints received (per 1000 homes)
- 1.8 stage 2 complaints received (per 1000 homes)
- 21% of stage 1 complaints handled within the Housing Ombudsman’s timescales
- 20% of stage 2 complaints handled within the Housing Ombudsman’s timescales
Responsible neighbourhood management
- 47.3% of tenants are satisfied we make a positive contribution to neighbourhoods
- 23.7 anti-social behaviour cases (per 1000 homes)
- 0 anti-social behaviour cases involved Hate Crime (per 1000 homes)
- 45.5% of tenants are satisfied with our approach to handling anti-social behaviour
We are committed to improving our services to all of our tenants, and will be working with tenants, councillors, and partners to ensure we improve resident satisfaction in these key areas.
Tenant satisfaction survey
Our tenant satisfaction survey took place in 2024.
| A. A summary of achieved sample size (number of responses) | 1,999 |
|---|---|
| B. Timing of survey | 29 January 2024 to 22 March 2024 |
| C. Collection methods | Postal and online via email |
| D. Sample method | One-off census survey |
E. Summary of the assessment of representativeness of the sample against the relevant tenant population (including reference to the characteristics against which representativeness has been assessed):
| Group | Population | % | Responses | % |
|---|---|---|---|---|
| General Needs | 6,929 | 88% | 1,655 | 83% |
| Sheltered | 945 | 12% | 344 | 17% |
| Total | 7,874 | - | 1,999 | - |
| Group | Population | % | Responses | % |
|---|---|---|---|---|
| Corby | 4,383 | 56% | 1,060 | 53% |
| Kettering | 3,491 | 44% | 939 | 47% |
| Total | 7,874 | - | 1,999 | - |
| Group | Population | % | Responses | % |
|---|---|---|---|---|
| 0 to 24 | 84 | 1% | 10 | 1% |
| 25 to 34 | 593 | 8% | 107 | 5% |
| 35 to 44 | 888 | 11% | 155 | 8% |
| 45 to 54 | 736 | 9% | 152 | 8% |
| 55 to 59 | 427 | 5% | 101 | 5% |
| 60 to 64 | 406 | 5% | 109 | 5% |
| 65 to 74 | 638 | 8% | 212 | 11% |
| 75 to 84 | 454 | 6% | 167 | 8% |
| 85 plus | 146 | 2% | 44 | 2% |
| No data | 3,502 | 44% | 942 | 47% |
| Total | 7,874 | - | 1,999 | - |
| Group | Population | % | Responses | % |
|---|---|---|---|---|
| Kingswood | 1,416 | 18% | 316 | 16% |
| Lloyds | 1,309 | 17% | 320 | 16% |
| Windmill | 1,149 | 15% | 256 | 13% |
| Corby West | 1,017 | 13% | 240 | 12% |
| Northall | 563 | 7% | 171 | 9% |
| Wicksteed | 525 | 7% | 109 | 5% |
| Burton and Broughton | 404 | 5% | 154 | 8% |
| Rothwell and Mawsley | 349 | 4% | 91 | 5% |
| Oakley | 341 | 4% | 85 | 4% |
| Desborough | 315 | 4% | 98 | 5% |
| Corby Rural | 300 | 4% | 99 | 5% |
| Clover Hill | 110 | 1% | 24 | 1% |
| Ise | 76 | 1% | 36 | 2% |
| Total | 7,874 | - | 1,999 | - |
| F. Any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results) | Not applicable |
|---|---|
| G. The role of any named external contractor(s) in collecting, generating, or validating the reported perception measures | Acuity Research & Practice Ltd Collecting, generating, validating reported perception measures |
| H. The number of tenant households within the relevant population that have not been included in the sample frame due to the exceptional circumstances described in paragraph below with a broad rationale for their removal | Not applicable |
| I. Reasons for any failure to meet the required sample size requirements (summarised in table below) | Not applicable |
| J. Type and amount of any incentives offered to tenants to encourage survey completion | 3 x £50 shopping vouchers |
| K. Any other methodological issues likely to have a material impact on the tenant perception measures reported. | Not applicable |
| Notes from guidance in tenant survey requirements |
|---|
| 36. The summary of approach must be proportionate to the complexity of the sampling methods employed and must include sufficient information to enable reasonable assessment of the validity of the published tenant perception measures. For example, the level of detail required from a relatively large provider applying stratified sampling and weighting of responses is significantly greater than that required from a small provider employing a simple census approach. Alongside this summary, all providers must publish the questionnaire(s) used to generate survey responses. This must include any additional questions and introductory or explanatory wording communicated to tenants alongside the TSM questions. |
| 37. As part of the summary of the assessment of representativeness, all providers that own 1,000 or more dwelling units of relevant social housing stock must set out the following: proportion of the relevant (a) tenant population and (b) total survey responses that share the principal characteristics for which representativeness has been assessed (see illustration in Table 4). For these providers, a rationale for the choice of characteristics included must be set out with reference to tenant and stock profile. Where weighting has been used to ensure that the sample is as far as possible representative, (b) must reflect the weighted total survey responses used to generate reported TSMs. |
| 38. The summary of approach must state if the provider has undertaken any tenant perception surveys which include TSM questions but has not included these responses in the calculation of the TSMs. A rationale for why this information has been excluded must be provided. The provider must include a summary of responses by survey collection method and the rationale for the survey collection method(s) chosen. Where there are any material year-on-year changes in survey methodology, for example in survey collection method(s), a summary of these changes must be included with the reason for any such changes. Further, any analysis of year-on-year changes in tenant perception measure performance published by the provider must refer to any material changes in survey methodology that are likely to have significantly affected satisfaction scores. |
| Relating to point H - Providers must take reasonable steps to assess, identify and remove barriers to certain groups of tenants participating in surveys used to generate the TSMs. In particular, this is in respect to tenants who share one or more protected characteristics under the Equality Act 2010, and in respect of duties of that Act. Barriers may include, but are not limited to, language barriers, visual impairment, literacy or lack of access to digital media.30 Where necessary to overcome barriers to participation, it is permissible for surveys to be completed by a carer, another household member on behalf of a tenant or through an interpreter. |
Table 5: Required minimum levels of statistical accuracy for overall satisfaction:
| Population | Required minimum statistical accuracy (margin of error at 95% confidence level) |
|---|---|
| Fewer than 2,500 dwelling units | + or - 5% (where it is not possible to achieve this level of statistical accuracy (for example for many providers with fewer than 1,000 dwelling units of relevant social housing stock), employing a census approach is sufficient to meet this requirement) |
| 2,500 – 9,999 dwelling units | + or - 4% |
| 10,000 – 24,999 dwelling units | + or - 3% |
| 25,000 dwelling units or more | + or - 2% |
Tenant Satisfaction Survey
Your chance to have your say!
Your views are important to North Northamptonshire Council and this survey will help them to understand what you think about your home and the services they provide. The survey will be used to calculate the annual Tenant Satisfaction Measures (TSMs) to be published by North Northamptonshire Council and reported back to tenants as required by the Regulator of Social Housing. It should take around 10 minutes to complete the survey. If you would prefer to complete the survey online, please go to: XXX and input your unique code which is XXX.
Your Home and Overall Services
1. Taking everything into account, how satisfied or dissatisfied are you with the service provided by North Northamptonshire Council’s Housing Services?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
2. How satisfied or dissatisfied are you that North Northamptonshire Council’s Housing Services provides a home that is well maintained?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
3. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that North Northamptonshire Council’s Housing Services provides a home that is safe?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Not applicable / don’t know
Communal Areas
4. Do you live in a building with communal areas, either inside or outside, that North Northamptonshire Council is responsible for maintaining?
Yes (Go to 5)
No (Go to 6)
Don’t know (Go to 6)
5. How satisfied or dissatisfied are you that North Northamptonshire Council keeps these communal areas clean and well maintained?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Repairs and Maintenance
6. Has North Northamptonshire Council carried out a repair to your home in the last 12 months?
Yes (Go to 7)
No (Go to 9)
7. How satisfied or dissatisfied are you with the overall repairs service from North Northamptonshire Council over the last 12 months?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
8. 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
9. Generally, how satisfied or dissatisfied are you with the way North Northamptonshire Council deals with repairs and maintenance?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
10. If you are not satisfied with the repairs and maintenance service, please provide more information and what North Northamptonshire Council could improve.
Customer Service, Communications and Information
11. How satisfied or dissatisfied are you that North Northamptonshire Council’s Housing Services 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
12. How satisfied or dissatisfied are you that North Northamptonshire Council’s Housing Services 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
13. To what extent do you agree or disagree with the following ‘North Northamptonshire Council’s Housing Services treats me fairly and with respect’?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Not applicable / don’t know
14. Have you tried to contact North Northamptonshire Council’s Housing Services in the last 12 months?
Yes (Go to 15)
No (Go to 17)
15. How did you contact them? Tick all that apply.
Email
Text / SMS
Telephone
In writing
Online / website
In person
16. How easy or difficult was it to contact them?
Very easy
Easy
Neither easy nor difficult
Difficult
Very difficult
Not sure / Don’t know
17. Do you have access to the internet to be able to use their online services?
Yes
No
18. How would you prefer North Northamptonshire Council’s Housing Services to contact you?
Online / email
Text / SMS
In writing
19. Are you aware that North Northamptonshire Council provides opportunities for tenants to get involved in shaping housing services and are you interested in getting involved? If you are interested, we will pass on your name and address to North Northamptonshire Council who will contact you with more details.
Yes, I am aware and yes, I would be interested
Yes, I am aware and no, I am not interested
No, I am not aware and yes, I would be interested
No, I am not aware and no, I would not be interested
I am already an involved tenant
Your Neighbourhood
20. How satisfied or dissatisfied are you that North Northamptonshire Council’s Housing Services makes a positive contribution to your neighbourhood?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Not applicable / don’t know
21. How satisfied or dissatisfied are you with North Northamptonshire Council’s Housing Services’ approach to handling anti-social behaviour?
22. To what extent are any of the following a problem in your neighbourhood?
Major problem / Minor problem / Not a problem / Don’t know:
- Car parking
- Rubbish or litter
- Fly-tipping
- Noisy neighbours
- Dog fouling / mess
- Other problems with pets / animals
- Disruptive children / teenagers
- Racial or other harassment
- Drunk or rowdy behaviour
- Vandalism or graffiti
- People damaging your property
- Untidy gardens
Making a Complaint
23. Have you made a complaint to North Northamptonshire Council’s Housing Services in the last 12 months?
Yes (Go to 24)
No (Go to 25)
24. How satisfied or dissatisfied are you with North Northamptonshire Council’s Housing Services’ approach to complaints handling?
Very satisfied
Fairly satisfied
Neither satisfied nor dissatisfied
Fairly dissatisfied
Very dissatisfied
Your Well-being
25. Does your home currently suffer from any damp or mould issues? (If you tick ‘Yes’, we will pass on your name and address to NNC for damp and mould purposes only)
Yes (Go to 26)
No (Go to 27)
26. And if yes, have you reported it to North Northamptonshire Council’s Housing Services?
Yes
No
Profiling
27. North Northamptonshire Council would like to use this opportunity to understand more about its tenants. Could you please state to which of these ethnic groups you feel you belong? (Any information given will be used to gain an understanding of the tenants responding to this survey)
White - English / Welsh / Scottish / Northern Irish / British
White - Irish
White - Gypsy or Irish Traveller
White - Roma
Any other White background
Mixed - White and Black Caribbean
Mixed - White and Black African
Mixed - White and Asian
Any other mixed / multiple ethnic background
Asian / Asian British - Indian
Asian / Asian British - Pakistani
Asian / Asian British - Bangladeshi
Asian / Asian British - Chinese
Any other Asian background
Black / Black British - Caribbean
Black / Black British - African
Any other Black / African / Caribbean background
Arab Other (please specify below)
28. Is English your household’s first language?
Yes
No
Prefer not to say
29. Do you or a member of your household have a disability according to the terms given in the Disability Act 1995? That is, a physical or mental impairment, which has a substantial and long-term effect on the person’s ability to carry out normal day-to-day activities.
Yes (Go to 30)
No (Go to 31)
Prefer not to say (Go to 31)
30. If you have answered yes, please indicate the type of impairment which applies to you. Please tick all that apply.
Physical / mobility impairment
Learning disability / difficulty
Visual impairment
Long-standing illness or health condition
Hearing impairment
Mental health condition
Other (please specify below)
Prefer not to say
Permissions and Confidentiality
31. If you were contacted again in the future and asked to take part in another survey what is your preferred method for taking part?
Telephone call
Postal questionnaire
Email with link to online survey
Text with link to online survey
Not sure
32. North Northamptonshire Council would welcome the opportunity to see your individual answers and comments. Are you happy for your individual responses to be passed back to the Council?
Yes (Go to 33)
No (End)
33. Are you happy for North Northamptonshire Council’s Housing Services to contact you regarding any information you have provided in this survey?
Yes
No
Last updated 18 June 2025