Share your views on what's working well and where we need to do better.
This survey will be used to establish how satisfied our tenants and leaseholders are with the services we provide.
By taking part, you could win a £50 voucher.
The Results 2024-2025
This page shares survey results from tenants and shared owners, highlighting year-on-year changes in satisfaction across key themes like repairs, complaints, and neighbourhoods.
To ensure transparency, we’ve included details on Our Approach about how the data was collected.
TSM Themes
Tenants
Achieved sample
The achieved sample stayed above the 973 target in both years.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| Achieved Sample |
1120 (target 973) |
1030 (target 973) |
Overall satisfaction
Overall satisfaction (TP01) decreased from 54.8% in 2023–24 to 53.1% in 2024–25
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP01 - Overall satisfaction |
54.8% |
53.1% |
Theme 1: Repairs and Maintenance
Satisfaction with repairs and maintenance declined slightly. The non-decent homes reduced and on-time repairs remained high.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP02 – Satisfaction with repairs (overall service) |
60.8% |
59.3% |
| TP03 – Satisfaction with time taken to complete most recent repair |
61.2% |
59.3% |
| TP04 – Satisfaction that the home is well maintained |
51.3% |
50.4% |
| RP01 – Proportion of homes that do no meet Non-Decent Homes |
13.0% |
6.4% |
| RP02.1 – Proportion of non-emergency repairs completed on time (Target is within 28 days) |
99.3% |
99.7% |
| RP02.2 – Proportion of emergency repairs completed on time (Target is within 4 hours) |
99.7% |
99.7% |
Theme 2: Complaints and Engagement
Complaints and Engagement shows slight improvements in listening, communication, and complaint handling satisfaction. Fairness and respect saw a minor decline.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP06 – Satisfaction that the landlord listens to tenant views and acts upon them |
36.8% |
38.0% |
| TP07 – Satisfaction that the landlord keeps tenants informed about things that matter to them |
48.8% |
48.3% |
| TP08 – Landlord treats tenants fairly and with respect |
52.8% |
52.5% |
| TP09 – Satisfaction with the landlord's approach to handling complaints |
21.7% |
24.5% |
| CH01.1 – Number of complaints per 1K Homes (Stage 1) |
31.8 |
47.5 |
| CH01.2 – Number of complaints per 1K Homes (Stage 2) |
4.7 |
10.2 |
| CH02.1 – Proportion of complaints responded within the Housing Ombudsman's Complaint Handling code timescales (10 days for Stage 1) |
14.7% |
53.2% |
| CH02.2 – Proportion of complaints responded within the Housing Ombudsman's Complaint Handling code timescales (20 days for Stage 2) |
23.5% |
61.6% |
Theme 3: Building Safety
The theme Building Safety shows slight improvement in home safety satisfaction and full compliance in gas and fire safety checks, with other measures remaining stable or incomplete.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP05 – Satisfaction that the home is safe |
54.6% |
55.5% |
| 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)
The theme Neighbourhood and ASB shows improved satisfaction across all perception measures, while reported ASB cases per 1,000 homes increased.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP10 – Satisfaction that the landlord keeps communal areas clean and well maintained |
44.9% |
47.8% |
| TP11 – Satisfaction that the landlord makes a positive contribution to neighbourhoods |
38.4% |
40.5% |
| TP12 – Satisfaction with the landlord’s approach to handling anti-social behaviour |
35.5% |
37.1% |
| NM01 – Number of anti-social behaviour cases, opened per 1,000 homes |
9.9 |
16.8 |
| NM01 (Hate) – Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
N/Anot collected |
0.4 |
Shared Owners
Achieved sample
The sample size increased from 111 to 222 year-on-year, showing progress toward the target of 306.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| Sample |
111 (target 306) |
222 (target 306) |
Overall satisfaction
Overall satisfaction rose slightly from 44.8% in 2023–24 to 45.7% in 2024–25.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP01 - Overall satisfaction |
44.8% |
45.7% |
Theme 2: Complaints and Engagement
The theme Complaints and Engagement shows improvements in listening, communication, and complaint handling satisfaction, alongside an increase in complaint volumes and better on-time response rates.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP06 – Satisfaction that the landlord listens to shared owner views and act upon them |
16.9% |
23.2% |
| TP07 – Satisfaction that the landlord keeps shared owners informed about things that matter to them |
40.4% |
43.8% |
| TP08 – Landlord treats shared owners fairly and with respect |
43.4% |
41.8% |
| TP09 – Satisfaction with the landlord's approach to handling complaints |
8.0% |
9.8% |
| CH01.1 – Number of complaints per 1K Homes (Stage 1) |
4.0 |
6.1 |
| CH01.2 – Number of complaints per 1K Homes (Stage 2) |
1.3 |
1.4 |
| CH02.1 – Proportion of complaints responded within the Housing Ombudsman's Complaint Handling code timescales (10 days for Stage 1) |
50.0% |
77.8% |
| CH02.2 – Proportion of complaints responded within the Housing Ombudsman's Complaint Handling code timescales (20 days for Stage 2) |
100% |
50.0% |
Theme 3: Building Safety
The theme Building Safety shows improved compliance in most safety checks, while home safety satisfaction and asbestos check rates declined
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP05 – Satisfaction that the home is safe |
52.9% |
48.6% |
| 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)
Neighbourhood and ASB shows mixed results, with improved neighbourhood contribution, lower satisfaction with cleanliness and ASB handling, and newly reported ASB case rates in 2024–25.
| Measure | 2023-24 | 2024-25 |
|---|---|---|
| TP10 – Satisfaction that the landlord keeps communal areas clean and well maintained |
50.0% |
38.7% |
| TP11 – Satisfaction that the landlord makes a positive contribution to neighbourhoods |
31.5% |
39.5% |
| TP12 – Satisfaction with the landlord’s approach to handling anti-social behaviour |
25.3% |
24.8% |
| NM01 – Number of anti-social behaviour cases, opened per 1,000 homes |
9.9 |
16.8 |
| NM01 (Hate) – Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes |
N/Anot collected |
0.4 |
Our Approach
In short:
- We invited all tenants and shared owners to take part.
- Responses were collected 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.
- Methods: Responses were gathered through 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 houses and flats.
- 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 | 66.24 | 68.42 |
| Male | 33.74 | 30.98 |
| Gender Neutral | 0.01 | 0.05 |
| Prefer Not to Say | 0.01 | 0.05 |
| (Blank) | - | - |
Property Type Breakdown
| Property Type | Population (%) | Sample (%) |
|---|---|---|
| House | 48.44 | 41.86 |
| Bungalow | 18.75 | 19.86 |
| Flat | 17.88 | 23.26 |
| Sheltered Flat | 7.38 | 7.02 |
| Disabled Bungalow | 5.36 | 4.93 |
| Disabled Flat | 0.78 | 0.98 |
Age Groups
| Age Group | Population (%) | Sample (%) |
|---|---|---|
| 91–100 | 1.36 | 3.67 |
| 81–90 | 6.98 | 3.63 |
| 71–80 | 14.64 | 13.63 |
| 61–70 | 17.29 | 20.23 |
| 51–60 | 20.86 | 21.07 |
| 41–50 | 19.45 | 19.53 |
| 31–40 | 15.23 | 13.95 |
Property Size
| Property Size (Bedrooms) | Population (%) | Sample (%) |
|---|---|---|
| 3 | 38.53 | 34.00 |
| 1 | 30.69 | 33.21 |
| 2 | 24.40 | 27.16 |
| 4 | 4.06 | 2.84 |
| 0 | 1.94 | 2.70 |
| 5 | 0.38 | 0.09 |
Shared Owners
Gender Breakdown
| Gender | Population (%) | Sample (%) |
|---|---|---|
| Female | 51.05 | 47.75 |
| Male | 48.95 | 47.75 |
| (Blank) | 0.00 | 4.50 |
Property Type Breakdown
| Property Type | Population (%) | Sample (%) |
|---|---|---|
| House | 82.93 | 85.29 |
| Flat | 8.57 | 6.61 |
| Bungalow | 6.08 | 6.31 |
Age Groups
| Age Group | Population (%) | Sample (%) |
|---|---|---|
| 91–100+ | 2.01 | 44.14 |
| 81–90 | 7.22 | 2.40 |
| 71–80 | 18.45 | 11.41 |
| 61–70 | 19.52 | 12.31 |
| 51–60 | 21.52 | 15.32 |
| 41–50 | 17.78 | 8.71 |
| 31-40 | 12.03 | 5.11 |
Property Size
| Property Size (Bedrooms) | Population (%) | Sample (%) |
|---|---|---|
| 3 | 50.13 | 52.25 |
| 2 | 33.84 | 36.64 |
| 1 | 11.21 | 7.51 |
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 2024-2025 - Improving how we collect feedback
We’ll prioritise in-person visits as a way to gather feedback—especially from shared owners—to ensure everyone’s voice is heard. - 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 Survey - the survey we used to gather your views.
- Our Annual Report - our response to your feedback.
Headline Reports
These are annual reports published by the Regulator of Social Housing
Housing Business Improvement
Contact information
Milton Keynes City Council, Civic, 1 Saxon Gate East, Milton Keynes MK9 3EJ