- More than 1,000 council tenants shared their views on Tamworth Borough Council's housing services through an independent survey
- Feedback highlights key areas where tenants want to see improvements
- Council commits to using results to drive service changes and improve tenant satisfaction
Tamworth Borough Council has published its third annual Tenant Satisfaction Measures (TSM) results providing an overview of housing service performance thanks to feedback from council tenants.
As part of the council’s commitment to listening to residents and improving services, they commissioned independent research company M·E·L Research to carry out a tenant satisfaction survey. The results provide valuable insight into tenants' experiences and will help shape future priorities for the housing service.
The annual Tenant Satisfaction Measures are a requirement of the Regulator of Social Housing and are designed to give tenants greater transparency about landlord performance, while helping housing providers improve services.
The results cover both management performance measures and feedback from tenants about the services they receive.
During February and March 2026, independent research company M·E·L Research carried out the survey with a total of 1,040 tenants taking part from 4,270 council properties through online, telephone and postal surveys.
The survey identified strengths in some areas and highlight significant opportunities for improvement in how services are delivered and how the council engages with tenants.
Key findings included:
- 55% of tenants were satisfied with the overall service provided by the council.
- 63% were satisfied with the overall repairs service.
- 61% were satisfied with the time taken to complete their most recent repair.
- 56% were satisfied that their home is well maintained.
- 66% were satisfied that their home is safe.
- 48% felt the council listens to their views and acts upon them.
- 52% were satisfied that the council keeps them informed about matters that affect them.
- 65% agreed that they are treated fairly and with respect.
- 62% were satisfied with the maintenance of communal areas.
- 47% felt the council makes a positive contribution to their neighbourhood.
- 44% were satisfied with the council's approach to tackling anti-social behaviour.
- 30% were satisfied with the council's approach to handling complaints.
The results show that tenant confidence is lowest in areas such as communication, neighbourhood management and demonstrating that feedback leads to action. The council recognises that improving performance in these areas will be critical to increasing overall tenant satisfaction.
Alongside the perception survey, the council also reported on a range of housing management measures.
The results showed strong performance in key safety areas, with:
- 99.8% of required gas safety checks completed.
- 100% compliance for fire risk assessments.
- 100% compliance for asbestos management surveys and re-inspections.
- 100% compliance for legionella risk assessments.
- 100% compliance for communal passenger lift safety checks.
The council completed 85.8% of emergency repairs within its target timescale of 24 hours and 73.9% of non-emergency repairs within target timescales.
Stephen Gabriel, Chief Executive for Tamworth Borough Council, said: “Thank you to everyone who took the time to complete the survey and share their views. Tenant feedback is invaluable in helping us understand what we are doing well and where we need to improve.
“We recognise that too many tenants do not feel listened to, are dissatisfied with how complaints are handled, or do not feel sufficiently informed about issues that affect them. These findings are disappointing and demonstrate that there are significant improvements we need to make to increase tenant satisfaction.
"The feedback provides a clear direction for where we must focus our efforts. We’re committed to strengthening communication with tenants, improving our approach to complaints, increasing opportunities for meaningful engagement and ensuring that residents can see how their feedback is influencing decisions and services.
“Improving tenant satisfaction will remain a key priority for the council, and we will continue working closely with tenants and groups to deliver the changes residents want to see.”
The council is currently working with tenant groups to develop service improvements based on the feedback received. These actions will be detailed in the forthcoming Tenant Annual Report.
The full Tenant Satisfaction Measures results have been submitted to the Regulator of Social Housing and are available on the council's website to view here: Tenant Satisfaction Measures and Performance Information | Tamworth Borough Council