About tenant satisfaction measures
Since 2023, the Regulator of Social Housing has required all registered housing providers to report performance against 22 Tenant Satisfaction Measures. The measures help tenants understand how well their landlord is performing and cover key areas such as repairs, safety checks, neighbourhood management and complaints.
Twelve of the measures are based on tenant satisfaction. We collect tenants' views through an independent survey carried out by Acuity Research & Practice. Throughout the year, Acuity contacts a sample of tenants and invites them to complete the survey either online or by telephone. The Regulator of Social Housing sets both the survey questions and the number of responses we need to collect. This means our results can be fairly compared with those of other housing providers across England.
The remaining ten measures are based on information from our housing management systems and records. Together with the tenant survey results, these measures provide a rounded picture of how we are performing.
How is East Suffolk Council performing?
East Suffolk Council's 2025/26 results show improving tenant satisfaction across most areas of service. Overall satisfaction increased from 74.5% to 76.1%, with particularly strong improvements in satisfaction with repairs, communication with tenants and the management of communal areas.
Building safety performance remains very strong, with all required safety checks completed for almost all homes and compliance levels remaining at or close to 100%.
While satisfaction with repairs has improved, the proportion of repairs completed within target timescales has fallen. We have continued to improve the way we deliver repairs and maintenance services, but recognise there is still more to do to improve performance in this area.
We compare our results with similar councils and housing organisations across England. This helps us understand where we are performing well and where we need to improve. Compared with similar councils and housing providers, East Suffolk Council performed better than average in most areas of tenant satisfaction.
East Suffolk Council has created a performance dashboard that allows tenants to explore our full Tenant Satisfaction Measures results.
Tenant Satisfaction Survey at East Suffolk Council
Throughout the year, a random sample of tenants is invited to take part in our satisfaction survey. The survey helps us understand what we are doing well and where we need to improve. It is carried out independently by Acuity Research & Practice and can be completed either by phone or online. Responses are confidential and help us understand what matters most to tenants, allowing us to improve the services we provide.
Survey methodology
Survey methodology at a glance
| Survey information | 2025/26 |
|---|---|
| Independent survey provider | Acuity Research & practice Ltd |
| Survey period | 15 April 2025 to 19 March 2026 |
| Survey approach | Random sample survey |
| Total responses | 626 |
| Collection methods | 498 telephone (80%), 128 online (20%) |
| Statistical accuracy | +/-3.6% at 95% confidence |
| Incentive offered | Monthly prize draw for a £25 shopping voucher |
| Sample exclusions | None |
| Weighting applied | None |
Survey responses were compared with the wider tenant population across a range of characteristics, including age, gender, property type, length of tenancy and geographic area. The survey sample closely reflected the profile of East Suffolk Council tenants and no weighting was required.
More information on Tenant Satisfaction Survey Methodology and Representativeness 2025/26.
View a copy of the introductory text and full Tenant Satisfaction Survey.