The TSMs reflect tenant feedback on how housing services are managed, based on both tenant perceptions and management data.
Lambeth Housing Services Annual Report 2023/24 (PDF, 1.8MB)
We are also required to publish a summary of how we conducted the tenant perception survey.
Sample size and number of respondents
Out of 22,210 tenants eligible for the survey during the fieldwork period, A total of 1,503 tenants participated in the survey. This sample size included but not limited to:
- 1,450 General needs tenants
- 49 Sheltered tenants
- 4 tenants whose tenancy type was not recorded
As no households were interviewed more than once, it means each response is representative of a unique response.
The sample size used can be ruled as accurate The Regulator of Social Housing requires a margin of error of ±3% or less for providers with between 10,000 to 24,999 housing units, to which our survey results have a margin of error of ±2.44% ensuring the confidence level at 95%.
No tenant households were excluded from the sample frame, as the required sample size was met. Additionally, no incentives were offered to participants.
Methodology
Timing
- The fieldwork was conducted between 5th July and 11th August 2023.
- All responses were gathered using the same standardised survey during this period and are in line with the guidelines set out by the Regulator (TSM).
Collection method(s)
The surveys were conducted through telephone interviews by M·E·L Research’s in-house telephone team. This allowed for quotas based on age and ethnicity to be reflective of Lambeth’s demographic.
The survey included the 12 core Tenant Satisfaction Measure questions, and up to 12 follow up verbatim questions, dependent on the respondent’s answers to the 12 core questions, which asked their reasons for satisfaction or dissatisfaction.
A few demographic questions were asked, with no additional follow-up. According to TSM technical guidance, specific questions include ‘don't know/not applicable’ options, and where applicable, such responses were excluded from the sample base and scoring.
Calls were spread across different days and times to accommodate varying schedules. For respondents facing language barriers, bilingual interviewers were available. As a result, all surveys were viable.
There were no methodological issues that could have potentially affected the Tenant Satisfaction Measures.
Quality Assurance
All interviewers adhered to IQCS guidelines and MRS customer care standards. The quality was monitored in real-time by the telephone team supervisor, ensuring high standards in both customer care and research accuracy.
10% of all calls were randomly checked for quality control.
Sampling Approach
A stratified sample of 10,000 households were sampled to be contacted for interview, using a random sampling approach. The sample was based on the main contact for the tenancy. These households were contacted to conduct the survey during the fieldwork period.
Summary of the sample's representativeness of the tenant population, including key assessed characteristics
Quotas were set based on ethnicity, area and age in line with the regulator’s requirements. Quota targets were set using the following breakdown of Lambeth’s tenancy base as of July 2023.
Ethnicity
| BME | 55% |
| Non BME | 29% |
| Not recorded | 15% |
| Total | 100% |
Area and age, interlocked
| Age <= 24 | Age 25-44 | Age 45-64 | Age >=65 | Total | |
| Brixton Area | 0% | 5% | 9% | 4% | 18% |
| Clapham Area | 0% | 3% | 6% | 3% | 12% |
| North Lambeth Area | 0% | 3% | 7% | 4% | 14% |
| Norwood Area | 0% | 3% | 7% | 4% | 15% |
| Stockwell & Vassall Area | 0% | 4% | 7% | 4% | 15% |
| Streatham Area | 0% | 2% | 4% | 2% | 8% |
| TMO | 0% | 4% | 9% | 4% | 18% |
| Total | 1% | 25% | 48% | 26% | 100% |
Summary of weighting applied to the perception measures, including the characteristics used
Responses were weighted by tenancy length, property type and ethnicity to further ensure results were representative of Lambeth Council’s housing stock.
The analysis of responses can be seen in the tables below. The results from each category were weighted to the representative sample size of Lambeth’s tenancy base.
The table also shows the overall satisfaction score for each group, prior to any weighting being applied.
Tenancy length
| Achieved in sample (unweighted) | Lambeth Council tenancy stock | Overall satisfaction prior to weighting | |
| Less than a year | 6.3% | 2.6% | 56.4% |
| 2-3 years | 5.7% | 8.0% | 56.5% |
| 4-5 years | 5.0% | 5.1% | 41.3% |
| 6-10 years | 16.0% | 16.6% | 45.6% |
| 11 years + | 67.1% | 67.7% | 47.2% |
Property type
| Achieved in sample (unweighted) | Lambeth Council tenancy stock | Overall satisfaction prior to weighting | |
| Bungalow | 0.9% | 0.4% | 71.4% |
| Flat | 80.6% | 83.4% | 50.0% |
| House | 18.4% | 16.2% | 36.8% |
Ethnicity
| Achieved in sample (unweighted) (excluding those who preferred not to state their ethnicity) | Lambeth Council tenancy stock (excluding cases where ethnicity has not been recorded) | Overall satisfaction prior to weighting | |
| White Ethnicity | 34.9% | 33.6% | 50.8% |
| Mixed ethnicity | 5.3% | 3.5% | 37.0% |
| Asian ethnicity | 4.5% | 4.0% | 61.3% |
| Black ethnicity | 49.9% | 55.1% | 47.4% |
| Other ethnicity | 5.3% | 3.7% | 55.4% |
Roles of external contractors involved in survey:
- M.E.L Research conducted fieldwork, collecting data and generating results, as well as validating them.
- All interviewers operated within IQCS guidelines and that MRS customer care standards are met.
- Telephone interviews were conducted using our in-house telephone team.
- No other external contractors were used.