Tenant Satisfaction Measures appendices: survey approach and questions 2025-2026
Appendix 1: Survey approach
Feedback services provider (collecting, generating, and validating the reported perception measures).
All survey methods were overseen and delivered by an independent research company Service Insights Ltd, working in partnership with Housemark.
Survey fieldwork date
Between November 2025 to March 2026.
Total surveyable population
22,144 households in low cost rental accommodation
Total sample size achieved (total number of responses)
1,023
Statistical confidence required and achieved
+/- 3% is required overall. A +/- 2.99% statistical confidence level was achieved in practice (i.e. better / more accurate).
Reasons for any failure to meet the required sample size
Not applicable
Collection method
- 100 telephone survey
- 923 face to face
Type and amount of any incentives offered
None
Sampling method
Randomised sample through MS Excel randomisation.
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 wider tenant population according to age, district, and dwelling type (i.e., estate, street property).
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
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 10a: Do you have any safety concerns in your neighbourhood?
- Drug dealing and drug/alcohol use
- Loitering or rough sleeping
- Gang violence or knife crime
- Hate-related harassment (gender, ethnicity, nationality, sexuality, etc.)
- Burglary and theft
- Uncontrolled or dangerous pets
- Other
Question 10b: What other safety concerns do you have in your neighbourhood?
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: Overall, how does your home affect your health and wellbeing?
- Very positively
- Fairly positively
- Neither satisfied nor dissatisfied
- Fairly negatively
- Very negatively
Question 13: If you could improve just one thing with the London Borough of Camden, what would it be?
Question 14: Do you have any further comments or suggestions for improving the London Borough of Camden?
Question 15: Finally, Camden would welcome the opportunity to see your individual answers in this survey. Would you be happy for your individual responses to be attributed to you when being passed back?
Question 16: And are you happy for the London Borough of Camden to contact you about anything you have raised in this survey?
Appendix 3: TSM social housing stock definitions
As a large landlord of social housing, TSMs are reported in Camden 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. This includes, for example, general needs social housing, sheltered social housing, supported housing, intermediate rent such as Camden Living, and temporary accommodation including the Single Pathway Service which directly manages some dwelling units for homeless vulnerable adults. Low Cost Home Ownership (LCHO) units, of which there are 22 in Camden, are considered separately. Leasehold and non-social housing dwellings are excluded from all measures.