Achieved sample

The achieved sample remained above the target in all years, ensuring the results are representative of tenant views.

Measure	2023-24	2024-25	2025-26
Achieved Sample (our target is 973)	1120	1030	1169

 

Overall satisfaction

Overall satisfaction increased significantly compared to last year, showing a clear improvement in how tenants view the service overall.

Measure	2023-24	2024-25	2025-26
TP01 - Overall satisfaction	54.8%	53.1%	66.9%

 

Theme 1: Repairs and Maintenance

Satisfaction with repairs and maintenance improved across all perception measures. Landlord measures for 2025–26 will be provided in June once full-year data is available.

Measure	2023-24	2024-25	2025-26
TP02 – Satisfaction with repairs (overall service)	60.8%	59.3%	68.0%
TP03 – Satisfaction with time taken to complete most recent repair	61.2%	59.3%	67.5%
TP04 – Satisfaction that the home is well maintained	51.3%	50.4%	63.7%
RP01 – Proportion of homes that do not meet Decent Homes Standard	13.0%	6.4%	2.1%
RP02.1 – Proportion of non-emergency repairs completed on time (Target is within 28 days)	99.3%	99.7%	92.0%
RP02.2 – Proportion of emergency repairs completed on time (Target is within 4 hours)	99.7%	99.7%	99.7%

 

Theme 2: Complaints and Engagement

Satisfaction improved in most areas of engagement, particularly in communication and how tenants are treated. Complaints handling satisfaction remains low despite significant improvements in response times.

Measure	2023-24	2024-25	2025-26
TP06 – Satisfaction that the landlord listens to tenant views and acts upon them	36.8%	38.0%	45.8%
TP07 – Satisfaction that the landlord keeps tenants informed about things that matter to them	48.8%	48.3%	67.7%
TP08 – Landlord treats tenants fairly and with respect	52.8%	52.5%	72.8%
TP09 – Satisfaction with the landlord's approach to handling complaints	21.7%	24.5%	23.0%
CH01.1 – Number of complaints per 1K Homes (Stage 1)	35.7	47.5	40.3
CH01.2 – Number of complaints per 1K Homes (Stage 2)	5.9	10.2	10.2
CH02.1 – Proportion of complaints responded within the Housing Ombudsman's Complaint Handling code timescales (10 days for Stage 1)	35.1%	53.2%	78.2%
CH02.2 – Proportion of complaints responded within the Housing Ombudsman's Complaint Handling code timescales (20 days for Stage 2)	35.9%	61.6%	92.0%

 

Theme 3: Building Safety

Satisfaction with home safety increased notably. Landlord measures for 2025–26 will be provided in June.

Measure	2023-24	2024-25	2025-26
TP05 – Satisfaction that the home is safe	54.6%	55.5%	73.7%
BS01 – Proportion of homes for which all required gas safety checks have been carried out	99.9%	100%	100%
BS02 – Proportion of homes for which all required fire risk assessments have been carried out	99.5%	100%	99%
BS03 – Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out	99.6%	96.8%	99.9%
BS04 – Proportion of homes for which all required legionella risk assessments have been carried out	98.9%	99.8%	99.7%
BS05 – Proportion of homes for which all required communal passenger lift safety checks have been carried out	73.5%	99.5%	99.5%

 

Theme 4: Neighbourhood and Anti Social Behaviour (ASB)

Satisfaction increased across all neighbourhood and ASB measures. At the same time, the number of ASB cases reported has continued to rise.

Measure	2023-24	2024-25	2025-26
TP10 – Satisfaction that the landlord keeps communal areas clean and well maintained	44.9%	47.8%	59.9%
TP11 – Satisfaction that the landlord makes a positive contribution to neighbourhoods	38.4%	40.5%	56.5%
TP12 – Satisfaction with the landlord’s approach to handling anti-social behaviour	35.5%	37.1%	45.9%
NM01 – Number of anti-social behaviour cases, opened per 1,000 homes	9.9	16.8	26.4
NM01 (Hate) – Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	N/A not collected	0.4	0.8

 

Achieved sample

The achieved sample decreased compared to last year and remains below the target, meaning results should be considered with some caution.

Measure	2023-24	2024-25	2025-26
Achieved sample (Our target is 306)	111	222	173

 

Overall satisfaction

Satisfaction improved across most areas, particularly in communication and complaint handling. Performance on complaint response times showed mixed results across stages.

Measure	2023-24	2024-25	2025-26
TP01 - Overall satisfaction	44.8%	45.7%	45.7%

 

Theme 2: Complaints and Engagement

Satisfaction improved across most areas, particularly in communication and complaint handling. Performance on complaint response times showed mixed results across stages.

Measure	2023-24	2024-25	2025-26
TP06 – Satisfaction that the landlord listens to shared owner views and act upon them	16.9%	23.2%	24.5%
TP07 – Satisfaction that the landlord keeps shared owners informed about things that matter to them	40.4%	43.8%	56.5%
TP08 –  Landlord treats shared owners fairly and with respect	43.4%	41.8%	50.4%
TP09 – Satisfaction with the landlord's approach to handling complaints	8.0%	9.8%	18.5%
CH01.1 – Number of complaints per 1K Homes (Stage 1)	6.0	6.1	4.1
CH01.2 – Number of complaints per 1K Homes (Stage 2)	1.3	1.4	2.7
CH02.1 –  Proportion of complaints responded within  the Housing Ombudsman's Complaint Handling code timescales (10 days for Stage 1)	33.3%	77.8%	50.0%
CH02.2 – Proportion of complaints responded within the Housing Ombudsman's Complaint Handling code  timescales (20 days for Stage 2)	100%	50.0%	75.0%

 

Theme 3: Building Safety

Satisfaction with home safety showed a small improvement compared to last year. Landlord measures for 2025–26 will be provided in June once full-year data is available.

Measure	2023-24	2024-25	2025-26
TP05 –  Satisfaction that the home is safe	52.9%	48.6%	50.8%
BS01 – Proportion of homes for which all required gas safety checks have been carried out	99.9%	100%
BS02 – Proportion of homes for which all required fire risk assessments have been carried out	99.5%	100%
BS03 – Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out	99.6%	96.8%
BS04 – Proportion of homes for which all required legionella risk assessments have been carried out	98.9%	99.8%
BS05 – Proportion of homes for which all required communal passenger lift safety checks have been carried out	73.5%	99.5%

 

Theme 4: Neighbourhood and Anti Social Behaviour (ASB)

Satisfaction across neighbourhood and ASB measures showed a mixed position, with some areas improving and others declining. The number of ASB cases reported has continued to increase.

Measure	2023-24	2024-25	2025-25
TP10 – Satisfaction that the landlord keeps communal areas clean and well maintained	50.0%	38.7%	25.0%
TP11 – Satisfaction that the landlord makes a positive contribution to neighbourhoods	31.5%	39.5%	39.2%
TP12 – Satisfaction with the landlord’s approach to handling anti-social behaviour	25.3%	24.8%	28.2%
NM01 – Number of anti-social behaviour cases, opened per 1,000 homes	9.9	16.8	26.4
NM01 (Hate) – Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes	N/A not collected	0.4	0.8

 

In short:

• We invited all tenants and shared owners to take part.
• Responses were collected in person through The Big Conversation, online, by phone, and by post.
• Your feedback helps us improve services.

Why We Did This

We’re sharing these measures so you can see how well we’re performing and hold us to account. They also help us learn what’s working and what needs to improve. Most importantly, your feedback shapes the services you receive and makes a real difference to your experience.

How We Collected Responses

• Invitations: We contacted all tenants and shared owners. We focussed on areas with low responses or low ratings
• Methods: Responses were gathered in person email, text, letters, and phone calls.
• Checks: We removed duplicate responses to make sure results are accurate.

Who Took Part

• Most responses came from tenants living in bungalows.
• We received more than the required number of tenant responses.
• Fewer shared owners responded, so we’ll focus on improving this next year.

Response Breakdown

Tenants   

Gender Breakdown

Gender	Population (%)	Sample (%)
Female	66	66.2
Male	33.4	33.5
Transgender	0	0.1
Gender Neutral	0	0.1
Prefer Not to Say	0	0
Missing	0.6	0.1

Property Type Breakdown

Property Type	Population (%)	Sample (%)
House	48.9	45.2
Bungalow	24.9	32.2
Flat	25.5	22.5
Maisonette	0.7	0.1

 

Age Groups

Age Group	Population (%)	Sample (%)
Under 35	7.9	5.8
35–44	16.7	13.6
45–54	19.6	15.4
55–64	18.9	20.5
65–74	16.2	20.8
75–84	11.8	14.8
85+	4.7	4.9
Missing	4.2	4.4

Property Size

Property Size (Bedrooms)	Population (%)	Sample (%)
0	2	2.5
1	30.8	32.6
2	24.2	23.3
3	38.5	37
4	4.1	4.1
5+	0.4	0.3
Missing	0	0.1

Shared Owners 

Gender Breakdown

Gender	Population (%)	Sample (%)
Female	47.9	52
Male	44.5	45.1
Missing	7.6	2.9

Property Type Breakdown

Property Type	Population (%)	Sample (%)
House	85.3	79.8
Bungalow	6.3	12.1
Flat	6.6	6.9
Maisonette	1.9	1.2

Age Groups

Age Group	Population (%)	Sample (%)
Under 35	2.1	0
35–44	7.2	5.2
45–54	8.2	9.8
55–64	11.8	16.2
65–74	9.8	17.3
75–84	7.6	9.2
85+	2.9	2.9
Missing	50.4	39.3

Property Size

Property Size (Bedrooms)	Population (%)	Sample (%)
0	0	0.6
1	10.5	10.4
2	33.2	39.9
3	51.4	48
4	4.9	1.2

 

What Happens Next ?

• Publishing our response
  We’ll reflect on the context and our actions in response to these results, and share them with you in the Annual Report for Tenants and Leaseholders 2025-2026
• Reviewing our processes
  These results will help us identify areas for improvement and guide a wider review of our internal processes.

Related Links

• Our Approach - deeper dive into how the survey was conducted.
• Our Surveys- see the next tab for the surveys we used to gather your views.
• Our Annual Report - Coming Soon-our response to your feedback. 

The Big Conversation survey questions

Tenant Perception Survey 2025-2026

This tab shows the survey questions used to gather your views. This is a display version only. It is not a live survey form.

 

Survey versions included

The questions came from three survey versions:

Ref	Survey version	What it contains
DK-P	Door knock - portal question version	Door knock script, personal details, TP01-TP12, and additional customer portal questions.
DK-RE	Door knock - resident engagement version	Door knock script, personal details, TP01-TP12, and additional shared-owner resident engagement questions.
WEB	Web version	Web disclaimer, TP01-TP12, resident engagement questions, and personal details/prize draw questions.

Opening script and personal details

Area	Question or wording shown to residents/staff	Response options / notes	Used in
Opening script	Good [morning/afternoon], we're [your names] from Milton Keynes City Council. Staff show ID badges and ask whether the person is the tenant/shared owner and whether they have a few minutes to answer questions.	If no: ask to speak to them. If not in: leave literature. If yes: continue.	DK-P, DK-RE
Survey explanation	The questions are part of a national Tenant Perception Survey introduced by the Regulator of Social Housing to help tenants understand how well their landlord is performing.	Residents are told their feedback helps show what is working well and where services need to improve, and that they can opt into a prize draw.	DK-P, DK-RE
Contact details check	Before we start, we would like to make sure we have your most up-to-date contact details.	Used to stay in touch about important housing matters.	DK-P, DK-RE
Address	Address / house or flat number and postcode.	Required field.	All versions
Willingness to take part	Is the tenant/shared owner/leaseholder willing to take part?	Yes - enter into prize draw; Yes - do not enter into the prize draw; No - does not wish to take part; Not in - left literature.	DK-P, DK-RE
Resident name	Resident name - check list to confirm they are the tenant/shared owner/leaseholder.	Free text.	DK-P, DK-RE
Email address	Can you confirm your email address? / Please confirm your email address.	Confirmed as up to date/no changes; Other.	All versions
Phone number	Can you confirm your phone number? / Please confirm your phone number.	Door knock note: no gaps, for example 01234567891 not 0123 456 7891. Web form: value must be a number.	All versions
Name fields	First name; Last name.	Required in web version.	WEB
Prize draw	Would you like to take part in the prize draw?	Yes; No.	WEB
Web disclaimer	By continuing with the form, residents consent to the Council capturing and storing personal details for providing the service requested.	Residents are directed to the Council privacy webpage for more information.	WEB

Tenant Perception Survey questions

The core Tenant Perception Survey questions below were used across the survey versions, with routing where applicable.

TP01. Overall satisfaction

Taking everything into account, how satisfied or dissatisfied are you with the service provided by Milton Keynes City Council?

Response options: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied.

Customer type

What type of customer are you?

Response options: Tenant; Leaseholder; Shared Owner. The web version lists Tenant and Shared Owner.

TP02. Satisfaction with repairs

Has Milton Keynes City Council carried out a repair to your home in the last 12 months?

If yes: How satisfied or dissatisfied are you with the overall repairs service from Milton Keynes City Council over the last 12 months?

Response options: No; Yes. Then: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied.

TP03. Satisfaction with time taken to complete most recent repair

How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

Response options: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied.

TP04. Satisfaction that the home is well maintained

How satisfied or dissatisfied are you that Milton Keynes City Council provides a home that is well maintained?

Response options: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied.

TP05. Satisfaction that the home is safe

Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that Milton Keynes City Council provides a home that is safe?

Response options: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied; Not applicable / don't know.

TP06. Satisfaction that the landlord listens to tenant views and acts upon them

How satisfied or dissatisfied are you that Milton Keynes City Council listens to your views and acts upon them?

Response options: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied; Not applicable / don't know.

TP07. Satisfaction that the landlord keeps tenants informed

How satisfied or dissatisfied are you that Milton Keynes City Council keeps you informed about things that matter to you?

Response options: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied; Not applicable / don't know.

TP08. Agreement that the landlord treats tenants fairly and with respect

To what extent do you agree or disagree with the following: "Milton Keynes City Council treats me fairly and with respect"?

Response options: Strongly agree; Agree; Neither agree nor disagree; Disagree; Strongly disagree; Not applicable / don't know.

TP09. Satisfaction with the landlord's approach to handling complaints

Have you made a complaint to Milton Keynes City Council in the last 12 months?

If yes: How satisfied or dissatisfied are you with Milton Keynes City Council's approach to complaints handling?

Response options: Yes; No. Then: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied.

TP10. Satisfaction that the landlord keeps communal areas clean and well maintained

Do you live in a building with communal areas, either inside or outside, that Milton Keynes City Council is responsible for maintaining?

If yes: How satisfied or dissatisfied are you that Milton Keynes City Council keeps these communal areas clean and well maintained?

Response options: Yes; No; Don't know. Then: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied.

TP11. Satisfaction that the landlord makes a positive contribution to neighbourhoods

How satisfied or dissatisfied are you that Milton Keynes City Council makes a positive contribution to your neighbourhood?

Response options: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied; Not applicable / don't know.

TP12. Satisfaction with the landlord's approach to handling anti-social behaviour

How satisfied or dissatisfied are you with Milton Keynes City Council's approach to handling anti-social behaviour?

Response options: Very satisfied; Fairly satisfied; Neither satisfied nor dissatisfied; Fairly dissatisfied; Very dissatisfied; Not applicable / don't know.

Additional customer portal questions

These questions appeared in the door knock portal version.

Would you like to answer some additional questions about a new customer portal?

Response options: Yes; No.

How likely are you to use the following features if they were available in the new portal or app?

Residents selected Yes or No for each feature.

• Raise and track repairs
• Update your information
• Make rent payments, set up direct debits and check your account balance
• Upload and view documents
• Create and track housing applications
• Complete a right to buy application
• Report issues and complaints and give feedback
• Receive information and important messages
• Take part in consultations
• Access everything in one place - an all-in-one solution for managing your tenancy and services

If you have other features you would like us to consider, please confirm here

Free text response.

Additional resident engagement questions for shared owners

These questions appeared in the door knock resident engagement version and the web version.

Would you like to answer a question about opportunities open to you?

Response options: Yes; No; I am not a shared owner.

Would you like to join the Resident Oversight Committee?

Response options: Yes; No; Maybe. Can I have more details?

The Committee works closely with Milton Keynes City Council to review and challenge how well landlord services are delivered. Members make recommendations to help improve quality, value for money and overall service delivery. They may also be involved in specific projects and act in a similar way to a scrutiny panel.

Further information signposting

Residents are directed to the Milton Keynes City Council Resident Oversight Committee webpage and the Resident Engagement page for other ways to get involved.

Version-by-version checklist

Question group	DK-P	DK-RE	WEB	Notes
Door knock opening script	Yes	Yes	No	Used by staff when visiting residents.
Web privacy/GDPR disclaimer	No	No	Yes	Shown before web questions.
Personal/contact details	Yes	Yes	Yes	Web version also asks first name, last name and prize draw choice.
TP01 overall satisfaction	Yes	Yes	Yes	Core Tenant Perception Survey question.
Customer type	Yes	Yes	Yes	Web version lists Tenant and Shared Owner. Door knock versions list Tenant, Leaseholder and Shared Owner.
TP02-TP04 repairs/home maintenance	Yes	Yes	Yes	Repairs questions apply to tenants.
TP05-TP12 landlord/neighbourhood/ASB questions	Yes	Yes	Yes	Core Tenant Perception Survey questions.
Customer portal questions	Yes	No	No	Additional questions about potential portal/app features.
Resident engagement questions for shared owners	No	Yes	Yes	Additional questions about the Resident Oversight Committee and engagement opportunities.

Source note: Based on the three supplied survey exports: Big conversation - portal question version 1.pdf, Big Conversation Door knock version 2.pdf and Big Conversation Web version.pdf.

These are annual reports published by the Regulator of Social Housing

• Tenant Satisfaction Measures 2025/26 - will be available in November 2026
• Tenant Satisfaction Measures 2024/25
• Tenant Satisfaction Measures 2023/24