Council launches Tenant Satisfaction Survey


Monday, 19 February, 2024

Council tenants are being asked to rate the housing services provided by their landlord, Woking Borough Council, as part of a Tenant Satisfaction Survey launched last week (Tuesday 13 February 2024). 

The council is required by the Regulator for Social Housing to measure and publish tenant satisfaction on an annual basis. Tenants have until midnight on Sunday 24 March 2024 to answer questions relating to housing repairs, building safety, complaint handling, tenant engagement, and responsible neighbourhood management. 

Complete Tenant Satisfaction Survey
Cllr Ian Johnson, Woking Borough Council’s Portfolio Holder for Housing, said: “We have sent 3,000 tenant satisfaction surveys to households across the borough, and I urge tenants to tell us their views of the housing services they receive. The survey can be completed online, posted back to the council or handed to a member of the Housing Services team. 
“We’ve not done a survey like this since the housing service was brought back in house in April 2022 so it will help us to identify areas for improvement and prioritise the issues that matter most to tenants.  
“There are twelve questions within the survey which we’re required by the Regulator for Social Housing to ask to compare our performance against other social housing providers. These Tenant Satisfaction Measures (TSMs), improve transparency around the quality of our services and ultimately, make us more accountable to our residents.  
“At the end of last year, we received an improvement notice from the regulator, so we know there is work to be done to achieve the quality of service expected by tenants. Understanding tenant priorities and perceptions is an important step on that journey, along with the significant capital investment in our housing stock recently agreed at Full Council.” 

On 8 February 2024, members approved a capital budget of up to £16.8 million for 2024/25 that will focus on the high-risk fire safety remedial works, along with some outstanding Decent Homes Standard improvements. This marks a significant increase in the housing capital programme, which has stood at around £4 million for many years. 
Cllr Johnson continued: “Providing safe and decent homes must be a priority for this council. For too long its focus has been elsewhere, but we’re getting our house in order now and I’m really keen to hear what our tenants have to say about their home and the future of the housing service.”  
Each household will receive one eight-page tenant satisfaction survey to be completed on behalf of all occupants. Surveys can be completed online at, returned to the council using the freepost details provided or using the contact details provided on the survey. In completing the survey, tenants will be entered into a draw to win a number of available vouchers.  
Council leaseholders, shared owners and tenants within private sector leasehold schemes will be given the opportunity to have their say later in the year.