Notting Hill Genesis commissioned an independent survey company (The Leadership Factor) to carry out our Tenant Perception Survey in 4 phases between May 2023 and March 2024. We gathered 3254 different survey responses, and all have been included in the results. As well as publishing our results from all residents, we’ll break this down into two key groups called ‘low cost renters’ and ‘low cost home owners’.
Low cost renters is a term used by the Regulator of Social Housing to mean general needs, supported, intermediate rent and temporary social housing. Low cost home owners are shared owners who have not fully staircased. As part of the survey, we had 2135 responses from the low cost renters group and 569 responses from the low cost home owners group.
Before the TSMs framework was introduced, we were already doing an annual survey of our residents, so to ensure we’re still hearing from residents in all tenures we’ve extended the TSM survey beyond the low cost renter and low cost home owners groups to include a sample of residents across all tenures.
We’re pleased that we managed to hear from a broad range of residents. The majority of surveys were carried out as phone interviews. Some surveys were done by postal survey to ensure we gave as many different residents as possible the chance to take part. The postal survey specifically targeted residents living in our supported accommodation and as well as our co-op managed residents. A full table showing the number of responses for each survey method is available here.
The survey company surveyed a random sample of all our residents, and ensured this was a representative sample. For example, we ensured that the number of responses reflected the number of residents we have in different age groups, living in different regions, residents of different ethnicities or living in different types of accommodation, such as permanent rented or housing with care and support. Full details of the characteristics we used to ensure the sample was representative is available for both low cost renter and low cost home owner results.
Terms explained
| Low cost renters | Low cost home owners | Other tenures |
|---|---|---|
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Responses by survey method
This table shows how the responses break down by collection method:
| Telephone | Post | |
|---|---|---|
| Low cost renters | 2104 | 31 |
| Low cost home owners | 569 | 0 |
Summary of representativeness - Low cost renters
| Tenant perception measures | Relevant tenant population (% total) | Total survey responses (% total) |
|---|---|---|
| Housing category | ||
| Housing | 87.2 | 86.3 |
| KEY WORKER | 2.7 | 2.7 |
| LONDON LIVING RENT | 0.8 | 0.7 |
| Supported | 9 | 8.9 |
| Temporary Housing | 0.3 | 1.4 |
| Ethnicity | ||
| Asian or Asian British | 9.5 | 9.8 |
| Black, Black British, Caribbean, or African | 25.1 | 26.1 |
| Mixed or multiple ethnic groups | 4.9 | 5 |
| Other ethnic group | 6.2 | 5.3 |
| Unknown | 18.9 | 17.8 |
| White | 35.4 | 35.9 |
| Region | ||
| EAST TEAM REGION | 21.8 | 22.5 |
| NORTH TEAM REGION | 28.1 | 27.2 |
| SOUTH TEAM REGION | 26.3 | 26.2 |
| WEST TEAM REGION | 23.8 | 24.1 |
| Age | ||
| 25 and under | 2.2 | 2.7 |
| 26-35 | 12.4 | 12.6 |
| 36-45 | 19.1 | 18.2 |
| 46-55 | 22.9 | 21.1 |
| 56-65 | 22.3 | 21.8 |
| 66-75 | 11.4 | 12.3 |
| Over 75 | 7.5 | 8.1 |
| Unknown | 2.1 | 3.1 |
Summary of representativeness - Low cost home owners
| Tenant perception measures | Relevant tenant population (% total) | Total survey responses (% total) |
|---|---|---|
| Housing category | ||
| Home Ownership | 92.8 | 92.8 |
| Housing | 1.1 | 1.1 |
| Supported | 6.1 | 6.2 |
| Ethnicity | ||
| Asian or Asian British | 4.1 | 3.5 |
| Black, Black British, Caribbean or African | 4.3 | 4.4 |
| Mixed or multiple ethnic groups | 1.6 | 1.8 |
| Other ethnic group | 1.2 | 0.5 |
| Unknown | 65 | 64.5 |
| White | 23.9 | 25.3 |
| Age | ||
| 25 and under | 0.8 | 0.7 |
| 26-35 | 16.7 | 15.6 |
| 36-45 | 28.8 | 26.9 |
| 46-55 | 21.1 | 20 |
| 56-65 | 14.6 | 14.9 |
| 66-75 | 6 | 6.5 |
| Over 75 | 5.2 | 8.3 |
| Unknown | 6.7 | 7 |
Rationale for the choice of characteristics
The categories shown in the table above were selected to ensure that we have a balance of representation across characteristics which we know to be typically relevant to our resident satisfaction- that is, housing category, ethnicity, region, and age. For instance, we know residents in our supported housing category typically score more highly on satisfaction overall, so it was important to ensure the sample of responses for that group was proportionate to that population size. We also know that the housing category is relevant to the way in which we provide our service, and those differences in how we deliver our service are likely to influence tenants perception. In 23/24 ‘region’ was not relevant to low cost home owners as we did not categorise the stock in this way, so this was not included as a characteristic for this group. We also took into consideration the regulators’ guidance on characteristics as well as which data we had available to be able to segment the resident population.