Tenant Satisfaction Measures 2025/26

Publication of summary of approach

Tenant Satisfaction Survey 2025
a. a summary of achieved sample size (number of responses) 2,394
b. timing of survey between 21/10/2025 and 03/12/2025
c. collection method(s)

The TSM Surveys were completed via online and telephone methodologies. The rationale for using a mixed methodology approach is:

Accessibility and Inclusivity: Ensuring accessibility for all tenants, which aligns with our goal of reaching a broad and representative sample

Engagement and Data Quality: Indirect though online methods, and direct interaction over the phone tend to enhance engagement, allowing participants to answer clarifying questions and leading to more accurate and detailed responses. This is particularly valuable for nuanced satisfaction metrics.

Response Rates: Using a mixed methodology approach maximises the robustness of our data and ensuring the results truly reflect the tenant base. Including a telephone aspect also allows Sandwell Council to be reactive to flags and alerts, which improves customer recovery 

Reliability and Consistency: Maintaining consistency with previous years’ methodologies allows for more reliable trend analysis. It also enables richer information to be gathered.

Independence: Using Acuity, an independent market research agency, means that participants are free from influence from the rest of the organisation.
d. sample method

A sample approach was used for Sandwell Council‘s fieldwork. Acuity contacted a random selection of current tenants in a telephone survey based on quotas, or were given the opportunity to complete the survey online by either requesting to do so when speaking to an interviewer or by receiving a unique link via email or sms. The survey is carefully scripted to ensure a professional and consistent process.


Survey responses are immediately shared with Sandwell Council, who then manage a follow-up and review process which includes both responding to feedback as necessary, and analysing the feedback, to understand how we can improve.
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)
Gender Population Sample
Female 62% 63%
Male 38% 37%
Age Group Population Sample
0-24 2% 2%
25-34 12% 12%
35-44 20% 20%
45-54 19% 19%
55-59 11% 11%
60-64 9% 10%
65-74 14% 15%
75-84 9% 9%
85+ 3% 3%
Length of Tenancy Population Sample
< 1 year 5% 6%
1 - 3 years 16% 20%
4 - 5 years 11% 11%
6 - 10 years 17% 17%
11 - 20 years 27% 24%
Over 20 years 25% 22%
f. any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)  N/A
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 N/A
i. reasons for any failure to meet the required sample size requirements summarised in Table below** N/A
j. type and amount of any incentives offered to tenants to encourage survey completion N/A
k. any other methdological issues likely to have a material impact on the tenant perception measures reported. N/A