DLUHC Publish Social Housing Residents Quality Survey Results

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The Social Housing White Paper published by the Department for Levelling Up, Housing and Communities (DLUHC) in November 2020 set out wide ranging reforms designed to improve the quality of social housing, and ensure residents felt safe, listened to, and had access to redress when issues arise. The Levelling Up White Paper reinforced this commitment to improving quality, setting out the government’s ambition to halve the number of non-decent rented homes by 2030.

In Spring 2022, DLUHC commissioned research to establish baseline metrics for the reforms the Government plans to make to improve the quality of social housing. This will allow DLUHC to understand where residents are less satisfied and the reasons for this, providing evidence to be used when developing reforms and to enable monitoring of the success of interventions based on the experience of social housing residents.

The ‘Social Housing Quality Programme: Residents Survey Report’ was published in December 2022, collating the survey answers of just over 5,000 social housing residents. Some of the key findings were as follows:

  • Two-thirds (67%) of residents were satisfied with the service provided by their landlord overall, while just under a fifth (18%) were dissatisfied.
  • Satisfaction was notably higher for those living in the North of England, particularly the North East (NE) which was 74% – Yorkshire & Humber (YH) was 72% and the North West (NW) 71%.
  • Satisfaction was also higher among older residents – 83% of people aged 75 and older were satisfied.
  • Dissatisfaction was higher than average among those aged between 25 and 54 (22%); ethnic minority residents (25%); and those with a local authority landlord (21%).
  • 65% of residents said their landlord treats them with respect, with agreement on this higher in the North.
  • 71% of residents said it is easy to get in touch with their landlord, this was higher in the North East and North West at 80%, but 58% in London.
  • On the question ‘how satisfied or dissatisfied are you that your landlord listens to your views and acts on them’, 52% of residents nationally said they were satisfied, with 62% in YH, 60% in the NE and 57% in the NW.
  • Two-thirds (65%) of residents were satisfied with how well their home was maintained while a fifth (21%) were dissatisfied.
  • The most common response given by residents who were not satisfied with maintenance of their home was related to mould, damp or condensation (55%), with insulation second (33%) and ventilation third (23%).
  • 82% of residents were satisfied that their homes was safe to live in. Among the 8% who were dissatisfied, mould/damp/condensation (56%), insulation (20%) and ventilation (19%) were again the main drivers of this dissatisfaction.
  • 73% of residents said they had reported a repair to their landlord in the previous 12 months, with 58% saying they were satisfied with the service they received in response and 29% dissatisfied.
  • 59% of tenants said they were aware of the Housing Ombudsman Service, whilst 69% said they knew how to make a complaint about a service they received from their landlord.
  • The vast majority of residents knew how to get in touch with their landlord, at 97%.

Commenting on the results at this month’s Northern Housing Summit, NHC CEO Tracy Harrison said:

“I’m lucky enough to get to spend time with NHC members across the North. I see the hard work that’s going on; and the deeply personal commitment housing professionals have to their work. I know that all 140 of our members are working hard, and often in partnership, to provide great homes and services to residents, to engage tenants and to build trust – so it’s pleasing to see these result showing that the North is leading the sector in many ways.

But we’re only as good as the worst homes we manage; and while satisfaction is higher up here, it’s still not good enough; and the tragic Awaab Ishak case shows the tragic consequences of poor quality housing.”