Results
In 2025/26, with support from Acuity, we carried out perception surveys on more than 350 tenants, asking them to rate how they feel we are performing as a landlord against the TSM’s.
The below table indicates how our tenants responded and how our scores have changed from 2024/25. You can also read the summary report here.
| Ref no | What we asked our tenants | 2024/25 score | 2025/26 score | % Change |
| TP01 | Overall satisfaction of housing services | 54% | 58% | +4% |
| TP02 | Satisfaction with overall repairs service received in last 12 months | 63% | 65% | +2% |
| TP03 | Satisfaction with time taken to complete most recent repair | 65% | 62% | -3% |
| TP04 | Satisfaction that their home is well maintained | 54% | 59% | +5% |
| TP05 | Satisfaction that their home is safe | 63% | 67% | +4% |
| TP06 | Satisfaction that Castle Point listens to their views and acts upon them | 40% | 53% | +13% |
| TP07 | Satisfaction that Castle Point keeps them informed about things that matter to them | 58% | 66% | +8% |
| TP08 | Satisfaction that Castle Point treats them fairly and with respect | 65% | 68% | +3% |
| TP09 | Satisfaction with Castle Point’s approach to handling complaints | 23% | 26% | +3% |
| TP10 | Satisfaction that Castle Point keeps communal areas clean and well maintained | 56% | 56% | None |
| TP11 | Satisfaction that Castle Point makes a positive contribution to neighbourhood | 49% | 56% | +7% |
| TP12 | Satisfaction with Castle Point’s approach to handling antisocial behaviour (ASB) | 43% | 45% | +2% |
Lessons learnt
Overall satisfaction with Housing Services has increased since last year which shows that improvements are starting to have an impact.
More residents feel their homes are well maintained and safe. Satisfaction with repairs completed in the last 12 months has also gone up, showing progress in keeping homes in good condition. However, satisfaction with the time taken to complete repairs fell slightly. Improving the speed and reliability of repairs is a key focus for Wates, our new contractor.
Results for neighbourhoods and communal areas are mixed. Satisfaction with communal areas has stayed the same. Funding has been agreed to improve these areas and tenant feedback will help decide which areas are improved first. More tenants feel that the Council listens and acts on feedback, and satisfaction with being kept informed has increased significantly. While satisfaction with complaints handling has improved slightly, it is still one of the lowest scoring areas and needs further improvement.
Next steps
We will use these results to focus on the areas that matter most to tenants, including repairs, complaints and neighbourhood services. Tenants and leaseholders will be involved through the Influence and Engagement Framework to help review performance.