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Camden Living Housing Association Tenant Satisfaction Measures appendix: survey approach and questions 2025-26

This page describes the survey approach and questions used to complete the Tenant Perception Survey of the Tenant Satisfaction Measures as required by the Transparency, Influence and Accountability Standard.

TSMs are reported for Low Cost Rental Accommodation (LCRA) units in accordance with the Regulator’s guidance and definitions in sections 69 and 70 of the Housing and Regeneration Act 2008. 

Appendix 1: Survey approach

Survey fieldwork date 

March 2026.

Total surveyable population 

34 households in low-cost rental accommodation.

Total sample size achieved (total number of responses)  

16.

Statistical confidence required and achieved  

None required as there are less than 1,000 units.

Reasons for any failure to meet the required sample size  

Not applicable.

Collection method 

100% online survey.

Type and amount of any incentives offered 

None.

Sampling method 

All tenants were contacted and received 2 follow up reminders.

Number of tenant households within the relevant population that have not been included in the sample  

None.

Summary of representativeness of the sample against the relevant tenant population  

The tenant survey responses were representative of the two CLHA blocks: 50% were from Mary Shelley House and 50% were from Jon Dowling House.

Any weighting applied 

Weighting was not required.

Any other methodological issues likely to have a material impact on the tenant perception measures reported  

None.

Appendix 2: Survey questions

Survey Introductory Text

Welcome to the Camden Living Housing Association Tenant Satisfaction Survey 2025-26:                                                                                          
Camden Living Housing Association is committed to providing high-quality homes and services to all our tenants, and your feedback is essential in helping us do that. This survey forms part of the Tenant Satisfaction Measures (TSM), which is a requirement under the Social Housing Regulation Act 2023. 

The Regulator of Social Housing introduced TSMs to ensure that social housing landlords are transparent and accountable to the people they serve. Your participation is entirely voluntary. The survey is completely anonymous and we are unable to identify you from your responses. The information you share will be used in two ways: to help us understand where we can improve the services we provide to you, and to generate our Tenant Satisfaction Measures, which will be published on our website each year in line with the Regulator's requirements. 

The survey should only take a few minutes to complete, and only one per household. Please answer as honestly as you can — all feedback is valuable to us. The link will be open until 31 March 2026. Thank you for taking the time to share your views.

Regulatory TSM Questions 

Question 1: Taking everything into account, how satisfied or dissatisfied are you with the service provided by the London Borough of Camden?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 2: Has the London Borough of Camden carried out a repair to your home in the last 12 months?

  • Yes
  • No

Question 2a: How satisfied or dissatisfied are you with the overall repairs service from the London Borough of Camden over the last 12 months?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 2b: How satisfied or dissatisfied are you with the time taken to complete your most recent repair after you reported it?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 3: How satisfied or dissatisfied are you that the London Borough of Camden provides a home that is well maintained?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 4: Thinking about the condition of the property or building you live in, how satisfied or dissatisfied are you that London Borough of Camden provides a home that is safe?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 4a: Do you have any safety concerns in your home with any of the following?

  • Damp and mould
  • Lack of heating and hot water
  • Water leaks
  • Building structure (e.g., cracks in walls)
  • Windows and balconies
  • Pests (e.g., mice or insects)
  • Fire safety
  • Gas safety
  • Electrical safety
  • Other, If ‘other’ please tell us what other safety concerns do you have in your home?

Question 5: How satisfied or dissatisfied are you that the London Borough of Camden listens to your views and acts upon them?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 6: How satisfied or dissatisfied are you that the London Borough of Camden keeps you informed about things that matter to you?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 7: To what extent do you agree or disagree with the following: “The London Borough of Camden treats me fairly and with respect”?

  • Strongly agree
  • Agree
  • Neither agree nor disagree
  • Disagree
  • Strongly disagree
  • Not applicable/don't know

Question 8: Have you made a complaint to the London Borough of Camden in the last 12 months?

  • Yes
  • No

Question 8a: How satisfied or dissatisfied are you with the London Borough of Camden approach to complaints handling?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 9: Do you live in a building with communal areas, either inside or outside, that the London Borough of Camden is responsible for maintaining?

  • Yes
  • No

Question 9a: How satisfied or dissatisfied are you that the London Borough of Camden keeps these communal areas clean and well maintained?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 10: How satisfied or dissatisfied are you that the London Borough of Camden makes a positive contribution to your neighbourhood?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Question 11: How satisfied or dissatisfied are you with the London Borough of Camden approach to handling anti-social behaviour?

  • Very satisfied
  • Fairly satisfied
  • Neither satisfied nor dissatisfied
  • Fairly dissatisfied
  • Very dissatisfied

Additional questions

Question 12: How easy was it to move into your home as a Camden Living Housing Association tenant?

Question 13: How easy do you find it to contact Camden Living Housing Association when you need help or assistance?

  • Very positively
  • Fairly positively
  • Neither satisfied nor dissatisfied
  • Fairly negatively
  • Very negatively

Question 15: Any comments you wish to share