Cambridge City Council - Tenant Perception Survey

Cambridge City Council requires a company to design and carry out tenant perception surveys to collate its Tenant Satisfaction Measures (TSMs) in Years 1 and 2 (2023/24 and 2024/25) and then a more in-depth survey in Year 3 (2025/26).\r

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Residents should be able to respond to the survey by post, telephone, text message, and online. Reasonable adjustments should be made where residents are unable to respond by the provided methods, for example language barrier or disability.\r

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The three surveys required are:\r

• Year 1 (2023/24) - TSMs for all tenants\r

• Year 2 (2024/25) - TSMs for all tenants\r

• Year 3 (2025/26) - In-depth survey for all residents (tenants and leaseholders)\r

Breakdown of residents as of August 2023:\r

• General needs tenants - 6790\r

• Sheltered housing tenants - 513\r

• Shared Ownership - 86\r

• Leaseholders - 1184\r

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To comply with the Regulator of Social Housing's (RSH) proposed Code of Practice, the survey results should be able to be filtered by:\r

• Specific property types such as general housing or housing for older people\r

• Geographical areas such as specific streets and/or wards\r

• Specific tenant groups such as tenants who share protected characteristics\r

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The last tenant and leaseholder satisfaction survey took place in winter 2022, where we asked residents the TSMs for the first time, however this data will be out of date for the summer 2024 submission.\r

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With the new survey, we aim to gather information and data to comply with the RSH proposed Consumer Standards, particularly the Transparency, Influence and Accountability Standard, to improve openness with our tenants and leaseholders.\r

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Address data will be provided by the council to the survey company, who will manage the logistics, posting and receipt of completed surveys - as well as help/support for residents who require assistance in completing their surveys.\r

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The survey company will collate all data and present it back to council in an agreed format that can be easily manipulated in-house and adapted for use with our own systems.