Summary of survey approach
This document explains for tenants our approach to carrying out Hounslow Council’s 2023/24 Tenant Satisfaction Survey.
a. summary of achieved sample size (number of responses)
The 2023/24 Tenant Satisfaction Measures Survey results were based on responses from 988 Hounslow Council housing tenants. According to established statistical methods, 95% of the time the satisfaction of all our tenants should be within ±3% of the values our sample survey recorded.
b. timing of survey
The survey was based on a single batch of interviews carried out between 4 December 2023 and 24 January 2024.
c. collection method(s)
The answers to the survey were collected by telephone, as we were advised and believe that this method leads to less biassed selection of respondents and affords them a greater opportunity to give qualitative feedback on our service. Telephone calls were made at different times of the day, including morning, afternoon and evening attempts and weekend calls were available. Interviewers made up to 5 attempts to secure a survey response with each sampled household.
d. sample method
The survey was based on a stratified random sample of 988 tenants from a total population of 12,573 council households that were occupied at the time. This estimates the total satisfaction of all tenants, based on the assumption that positive and negative opinions are equally distributed across all respondents and the response of any individual to the survey does not influence the response of others.
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)
We stratified our sample to ensure that those questioned fairly represented the make-up of our tenant households. This meant that although we selected tenants at random, we used quotas to ensure that they were in proportion and representative of tenants as a whole according to age group, property group, area of the borough and ethnicity. The table below summarises the checks on the sample that we made.
|
Characteristic |
2023/24 Sample |
All Tenants |
|---|---|---|
|
Age 16-44 |
27% |
27% |
|
Age 45-64 |
41% |
41% |
|
Age 65+ |
30% |
30% |
|
Lives in flat |
66% |
66% |
|
Lives in House |
29% |
29% |
|
East of borough |
23% |
24% |
|
North of borough |
24% |
24% |
|
South of borough |
24% |
25% |
|
West of borough |
29% |
28% |
|
Asian/Indian |
4% |
5% |
|
Asian/Other |
7% |
7% |
|
Black/African |
10% |
12% |
|
No ethnicity provided |
11% |
12% |
|
Other Ethnicity |
22% |
19% |
|
White British |
39% |
38% |
|
White Other |
6% |
8% |
f. any weighting applied to generate the reported perception measures (including a reference to all characteristics used to weight results)
Weighting was not applied to our survey results because the quotas used to collect the sample ensured that they were representative.
g. the role of any named external contractor(s) in collecting, generating, or validating the reported perception measures
Kwest Research Limited were contracted by Hounslow Council to carry out the survey. They are a specialist housing research organisation of many years standing and this ensured the impartiality of results and that the methodology employed was consistent with those of many other social landlords. They were responsible for all aspects of collecting, generating and validating the survey and its results.
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 63 with a broad rationale for their removal16
No households of the 12,573 occupied by tenants during the survey period were removed from the population lists used to randomly generate the survey sample.
i. reasons for any failure to meet the required sample size requirements summarised in Table 5 j. type and amount of any incentives offered to tenants to encourage survey completion
No incentives were offered to tenants to complete the survey.
k. any other methodological issues likely to have a material impact on the tenant perception measures reported.
We are not aware of any other issues that would have had a material impact on the survey’s measurement of the Tenant Perception Surveys.
