Portsmouth City Council Tenant Satisfaction Measures survey 2024-2025

This survey is part of the government’s annual Tenant Satisfaction Measures, which closes at midnight on 31 December 2024. It’s your chance to tell us what you think of the homes and services Portsmouth City Council provides as your landlord. It does not ask for your views on services like bin collections, roads, transport, care, or health services. Those services are provided by the council you pay your council tax to and they usually ask for your views on those surveys separately.

Results of the survey will be published on our website and in HouseTalk magazine. We will also submit the results to the Housing Regulator who will publish our results alongside results from all social housing providers in England, allowing you to make comparisons.

Please complete the full survey for your answers to be counted.

As a thank you, completed surveys will be entered into a prize draw. One person will win a £250 shopping voucher, and five people will each win a £50 shopping voucher. Only one response is allowed per household and the winners will be drawn 15 January 2025.

We use your address to ensure only one survey per household and to confirm you live in a council-owned/leasehold property. The market research team will remove your address before analysing your answers and sharing the results with the council. The survey is confidential, so your landlord won’t see your individual answers.

If you are dissatisfied with our service and wish to make a complaint you can find details on how to make a complaint by visiting https://www.portsmouth.gov.uk/services/housing/council-tenants-and-leaseholders/make-a-housing-complaint/

If you have any questions or concerns, need a copy translated or in a different format, or need someone to help you complete the form, please contact the Resident Engagement team who will be happy to help:

housing.engagement@portsmouthcc.gov.uk

023 9283 4835

An easy read guide to the survey produced by the Housing regulator can be accessed here: https://assets.publishing.service.gov.uk/government/uploads/system/uploads/attachment_data/file/1104387/ERUK_Final__screen__august_Housing_regulator_accessible.pdf

Portsmouth City Council is the Data Controller of any personal data you provide in connection with this survey.  It will only be used for the purpose of analysing the results and improving related services and will not be shared with any other organisations in a way that would identify you. The council will be using an external company to analyse some of the data. However, any personally identifiable data will be removed before sending it to the external company for analysis.  For further details of how the council collects and uses personal data, please see our full Data Protection Privacy Notice.

 

1. What is your address?
   Free text

2. Which best describes you?
   Tenant
   Leaseholder
   Shared Owner
3. Did you join us from Clarion Housing Group this year?
   Yes
   No

   Clarion Housing Group

   (if joined from Clarion Housing Group)

4. Did you feel that the move to Portsmouth City Council was managed well?
   Yes
   No
5. (if no above) What could have been improved?
   Open comment
6. Do you feel that your housing services have improved following your move to Portsmouth City Council?
   It’s a lot better
   It’s a little better
   The service is about the same
   It’s a little worse
   It’s a lot worse
7. Please use this box to explain your answer, if you would like to.
   Open comment

   
   Overall service

   In this survey, ‘your landlord’ refers to Portsmouth City Council’s Housing, Neighbourhood and Buildings Directorate.

8. Taking everything into account, how satisfied or dissatisfied are you with the service provided by your landlord?
   Very satisfied
   Fairly satisfied
   Neither satisfied nor dissatisfied
   Fairly dissatisfied
   Very dissatisfied
9. (all those not ‘very satisfied’) What could we do better as a Housing Service to support you?
   Open comment
   
   Repairs
10. Has your landlord carried out a repair to your home in the last 12 months?
    Yes
    No
11. (if yes above) How satisfied or dissatisfied are you with the overall repairs service from your landlord over the last 12 months?
    Very satisfied
    Fairly satisfied
    Neither satisfied nor dissatisfied
    Fairly dissatisfied
    Very dissatisfied
12.  (if yes at Q4) 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
13. (if yes at Q4) What is it that you like about our repairs service to you?
    First contact with the council by phone to report a repair and make an appointment
    Kept updated by the contractor about the repair
    Appointments made were convenient and kept by the contractor
    Contractors’ operatives were good, helpful, respected me and my home
    Repairs were completed quickly
    Quality of repairs good
    Other (please tell us)
14. (if yes at Q4) What could we do to improve our repairs service to you?
    Improve first contact with the council by phone or offer other communication options
    Not kept updated by the contactor about the repair
    Appointments made were not convenient or moved by the contractor
    Contractors’ operatives were poor, unhelpful, didn’t respect me or my home
    Repairs take too long to complete
    Quality of repairs poor and not fixed first time
    Other (please tell us)

    Your property
    

15. How satisfied or dissatisfied are you that your landlord provides a home that is well maintained?
    Very satisfied
    Fairly satisfied
    Neither satisfied nor dissatisfied
    Fairly dissatisfied
    Very dissatisfied
16. (if satisfied) Why are you satisfied that your landlord provides a home that is well maintained?
    Property is in a good condition
    Maintenance is carried out regularly
    I don’t have any damp or mould
    It’s easy to report a repair and issues are resolved
    Other (please tell us)
17. (if neither/ dissatisfied) Why are you not satisfied that your landlord provides a home that is well maintained?
    Property is in a poor condition
    Maintenance is not carried out
    I have issues with damp and mould
    Its not easy to report repairs and issues are not resolved
    Other (please tell us)
18. Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that your landlord provides a home that is safe?
    Very satisfied
    Fairly satisfied
    Neither satisfied nor dissatisfied
    Fairly dissatisfied
    Very dissatisfied
    Not applicable/ don’t know
19. (if satisfied) Why are you satisfied that your landlord provides a home that is safe?
    The council regularly keeps me updated about safety in my home
    Annual gas servicing is a good service
    I feel safe about fire
    I feel secure in my home and communal areas
    I don’t have any damp or mould
    There are no building health and safety concerns and I feel safe
    Other (please tell us)
20. (if neither/ dissatisfied) Why are you not satisfied that your landlord provides a home that is safe?
    I do not receive regular information about safety in my home
    Annual gas servicing is a poor service
    I have concerns about fire safety
    I have concerns about anti-social behaviour
    I have issues with damp and mould
    I have concerns about health and safety may cause an accident
    Other (please tell us)

    Your landlord
    

21. How satisfied or dissatisfied are you that your landlord 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
22. (if satisfied) Why are you satisfied that your landlord listens to your views and acts upon them?
    They are responsive/ proactive
    I feel I am listened to
    I feel cared about/ supported by my landlord
    They have a strong resident engagement team
    There are lots of opportunities to give feedback
    Other (please specify)
23. (if neither/ dissatisfied) Why are you not satisfied that your landlord listens to your views and acts upon them?
    They are not responsive/ proactive
    I do not always feel I am listened to
    My experience depends on the housing officer
    They are not efficient at solving issues
    It’s not easy to give them my feedback/ there are not many opportunities to raise issues
    Other (please specify)
    I haven’t contacted them for anything
24. How satisfied or dissatisfied are you that your landlord 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
25. (if satisfied) Why are you satisfied that your landlord keeps you informed about things that matter to you?
    I receive informational magazines like HouseTalk
    I receive letters or see posters on information about things like planned works
    I receive phone calls or am visited in person to be updated on things
    My housing officer is good at keeping me informed
    I feel that things that are going on in my area are explained well
    Other (please tell us)
26. (if neither/ dissatisfied) Why are you not satisfied that your landlord keeps you informed about things that matter to you?
    I do not hear from my landlord frequently
    Information is not consistent – I am informed about some things, but not others
    I am not told about things that affect me, like building works
    Information given is not always accurate or detailed enough
    Other (please tell us)
27. To what extent do you agree or disagree with the following “my landlord treats me fairly and with respect”?
    Strongly agree
    Agree
    Neither agree nor disagree
    Disagree
    Strongly disagree
    Not applicable/ don’t know
28. (if satisfied) Why do you agree with the following: “my landlord treats me fairly and with respect”?
    I have always found them to be friendly/ polite
    My landlord is supportive/ helpful
    My landlord responds to my individual needs (e.g. language, additional support)
    My housing officer is good
    I have never, or rarely, had any issues
    Other (please tell us)
29. (if neither/ dissatisfied) Why do you not agree with the following: “my landlord treats me fairly and with respect”?
    I do not feel listened to
    In the past, I have been treated rudely or with disrespect
    I am not consistently treated fairly and with respect – e.g. depends on the person, or on the issue
    My landlord does not respond to my individual needs (e.g. language, additional support)
    I haven’t had much interaction with my landlord
    Other (please tell us)

    Complaints

30. Have you made a complaint to your landlord in the last 12 months?
    Yes
    No
31. (if yes) How satisfied or dissatisfied are you with your landlord’s approach to complaints handling?
    Very satisfied
    Fairly satisfied
    Neither satisfied nor dissatisfied
    Fairly dissatisfied
    Very dissatisfied
32. (if satisfied) Why are you satisfied with your landlord’s approach to complaints handling?
    They are good/ quick at responding to complaints raised
    They solve the issues
    They feel approachable if I have a complaint
    Other (please tell us)
33. (if neither/ dissatisfied) Why are you not satisfied with your landlord’s approach to complaints handling?
    They are not quick at responding to complaints raised
    They do not solve/ have not solved the issues
    I have been redirected to someone else e.g. the police
    I do not feel listened to
    Different staff respond differently to complaints
    I do not feel they are approachable if I have a complaint
    Other (please tell us)

    Communal areas
    

34. Do you live in a building with communal areas, either inside or outside, that your landlord is responsible for maintaining?
    Yes
    No
    Don’t know
35. (if yes) How satisfied or dissatisfied are you that your landlord keeps these communal areas clean and well maintained?
    Very satisfied
    Fairly satisfied
    Neither satisfied nor dissatisfied
    Fairly dissatisfied
    Very dissatisfied
36. (if satisfied) Why are you satisfied that your landlord keeps these communal areas clean and well maintained?
    Cleaning is regular and reliable
    They generally feel clean and maintained
    Mess is cleaned promptly
    Items not allowed in communal areas are removed promptly
    Repairs are conducted promptly
    Communal gardens and open spaces are well cared for
    Other (please tell us)
37. (if neither/ dissatisfied) Why are you not satisfied that your landlord keeps these communal areas clean and well maintained?
    Cleaning could be more thorough or frequent
    Lifts or stairwells are often unclean
    Cleaners are not always consistent in cleanliness or frequency
    Maintenance could be improved
    Other tenants create mess in communal areas
    Items that should not be allowed in communal areas are not addressed
    Communal gardens and open spaces are not well cared for
    Other (please tell us)

    Your neighbourhood

38. How satisfied or dissatisfied are you that your landlord makes a positive contribution to your neighbourhood?
    Very satisfied
    Fairly satisfied
    Neither satisfied nor dissatisfied
    Fairly dissatisfied
    Very dissatisfied
    Not applicable/ don’t know
39. (if satisfied) Why are you satisfied that your landlord makes a positive contribution to your neighbourhood?
    They keep outdoor areas clean and maintained
    They deal with issues in the neighbourhood
    They feel involved in the neighbourhood and do their best to make it nice
    Parks and play areas are good
    They provide services like community centres / play and youth services / resident participation centres
    They undertake improvement works to communal gardens and open spaces
    They do a lot of planting
    They offer activities for the community to get involved in
    They build new housing
    They make improvements to housing blocks
    They work with the local authority and other agencies to get things done
    Other (please tell us)
40. (if neither/ dissatisfied) Why are you not satisfied that your landlord makes a positive contribution to your neighbourhood?
    They do not feel present or involved in the neighbourhood
    The neighbourhood is not maintained or kept clean
    There are unresolved issues of anti-social behaviour in the neighbourhood
    They do not provide services like community centres / play and youth services / resident participation centre
    They do not undertake improvement works to communal gardens
    They don’t do a lot of planting
    They do not offer activities for the community to get involved in
    They do not build new housing
    They do not make improvements to housing blocks
    I’m not sure what contribution my landlord makes
    Other (please tell us)
41. How satisfied or dissatisfied are you with your landlord’s approach to handling anti-social behaviour?
    Very satisfied
    Fairly satisfied
    Neither satisfied nor dissatisfied
    Fairly dissatisfied
    Very dissatisfied
    Not applicable/ don’t know
42. (if satisfied) Why are you satisfied with your landlord’s approach to handling anti-social behaviour?
    My landlord does their best to resolve anti-social behaviour
    They resolve reported problems
    I don’t experience anti-social behaviour often/ at all
    Other (please tell us)
43. (if neither/ dissatisfied) Why are you not satisfied with your landlord’s approach to handling anti-social behaviour?
    They haven’t resolved reported issues of anti-social behaviour
    There are lots of instances of anti-social behaviour in my neighbourhood
    I do not feel reported issues are taken seriously
    They could be more proactive at solving issues
    Instances of anti-social behaviour are beyond my landlord’s ability to resolve
    Other (please tell us)

    Further comments
    

44. Having considered all of the questions in this survey, is there anything else that you would like us to know about our service to you? Do you have any ideas on ways we could improve?
    Open comment

45. If there is a member of staff who has been particularly helpful to you that you would like to mention, please let us know.
    Open comment
    
    

    Prize draw
    

46. Would you like to take part in the prize draw?
    Yes
    No
47. What is your first name and phone number?
    Free text
    

    About you
    

48. Which do you live in?
    House
    Flat in a low-rise building (a building with less than 7 floors)
    Flat in a high-rise building (a building with 7 or more floors)
    Maisonette
    Bungalow
49. Which best describes your accommodation?
    General needs
    Housing for older people / sheltered housing
    Other supported housing
    Temporary social housing
50. Which of these is the area office/ housing management office for your home?
    Somerstown
    Portsea
    Landport
    Buckland
    Paulsgrove
    Leigh Park
    Wecock Farm
    Supported Housing Service
    Leasehold Service
    Temporary Accommodation Service
51. How long have you been living in your current home?
    Less than a year
    1-5 years
    6-10 years
    11+ years
52. What is your sex?
    Male
    Female
    Intersex
    Prefer to self-describe (please specify)
    Prefer not to say
53. What is your age group?
    Under 18
    18-24
    25-34
    35-44
    45-54
    55-64
    65-74
    75+
    Prefer not to say
54. How many people live in your home?
    1
    2
    3
    4
    5
    6
    7
    8+
55. Which ethnic group do you belong to?
    Asian or Asian British – Indian
    Asian or Asian British – Bangladeshi
    Asian or Asian British – Chinese
    Asian or Asian British – Pakistani
    Asian or Asian British – Other
    Black/African/Caribbean or Black British – African
    Black/African/Caribbean or Black British – Caribbean
    Black/African/Caribbean or Black British – Other
    Other ethnic group – Arab
    Other ethnic group – Other
    White – British
    White – Irish
    White – Gypsy or Irish Traveller
    White – Roma
    White – Other
    Mixed/Multiple ethnic groups – White and Asian
    Mixed/Multiple ethnic groups – White and Black African
    Mixed/Multiple ethnic groups – White and Black Caribbean
    Mixed/Multiple ethnic groups – Other
    Prefer not to say
56. Do you consider yourself to have a disability, a long-term illness, or a physical or mental health condition that reduces your ability to carry out day-to-day activities?
    Yes
    No
    Prefer not to say
57. (if yes above) What is the nature of your disability, long-term limiting condition or health problem? (please tick all that apply)
    Physical/ mobility disability
    Visual disability
    Hearing disability
    Learning disability (e.g. Down’s Syndrome)
    Mental ill health (e.g. anxiety disorder)
    Long-term limiting condition (e.g. long COVID or fibromyalgia)
    Other (please specify)
    Prefer not to say
58. Did you complete this survey with assistance from someone from Portsmouth City Council?
    Yes
    No
59. How did you fill out this survey?
    Online, using an electronic device
    On paper
    Over the telephone
    Face-to-face at my home address
    Face-to-face with an officer (not at my home address)

    Your Housing Offices

    If you selected ‘Supported Housing Service’ or ‘Temporary Accommodation Service’ at question 50, please go to question 64.

60. Which of our Housing Offices have you visited/do you visit?
    Buckland
    Landport
    Leigh Park
    Portsea
    Paulsgrovee
    Somerstown
    Wecock Farm
61. On average, how often do you visit your area housing office? 
    Weekly
    More than once a month
    Once a month
    Once every three months
    Twice a year
    Once a year
    Less than once a year
62. Please tell us why you do or don’t visit your housing office. 
    Open comment
63.  Are there any other services you would like to see in our housing office? 
    Open comment
64. If you had the option, would you like to access any of the following services via a digital platform, such as online or an app?
    Check rent balance
    Make a payment
    Raise a repair
    Check status of repair
    Report cleaning / gardening need
    Report anti-social behaviour
    Register for mutual exchange
    Check progress of exchange
    Update personal details
    Give notice on tenancy
    Money Advice / Money Support
    Advice on missed payment
    Mental Health support
    Other (please tell us)

    Thank you for taking the time to complete the survey.

    Your views are important to us – if you would like to get more involved in giving feedback / suggestions around our service please make contact with our resident engagement team by emailing housing.engagement@portsmouthcc.gov.uk or by phone on 023 9283 4835 and we will explain the range of opportunities available for tenants and leaseholders to have their voice heard.