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Council tenants

4.Tenant information survey

On this page:

    About the survey

    We are working with Service Insights Ltd to update the information we hold about our tenants.

    We ask all tenants to provide their contact details and equality and diversity information when they apply for a home, and at regular points throughout their tenancy. This survey is part of that process.

    How we will contact you

    Service Insights Ltd is a trusted partner who also carries out our annual Tenant satisfaction survey on our behalf.

    From the week of 15 June 2026, they will begin contacting tenants by:

    • text message
    • email
    • post
    • telephone.

    The survey covers all household members and should take around 10 to 15 minutes to complete. The project will run for 12 to 14 weeks.

    What the survey covers

    We will ask you to confirm or update your contact details, and share some equality and diversity information about your household if you are happy to do so.

    Taking part is voluntary. You do not have to answer any questions you are not comfortable with.

    How we use the information

    Having accurate, up-to-date information helps us make sure our services are accessible to everyone.

    The information you share will be recorded securely in our housing system and used to:

    • make sure you receive services and communications in a way that works for you
    • help us plan engagement activities that reflect the needs of our communities.

    Your privacy

    Your responses will be kept strictly confidential and stored securely in line with data protection law.

    Contact us

    If you have any questions about the survey, please contact housing services:

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    • 73.7%

      Satisfied with the overall repairs service over the past 12 months.

    • 64.8%

      Satisfied with the time taken to complete your repair.

    • 77.2%

      Satisfied that the homes provided by the council are well maintained.

    • 4.6%

      Homes do not meet the decent homes standard, which means that;

    • 95.4%

      Of our homes do meet this standard.

    • 85.9%

      Satisfied that the council provides a home that is safe, when thinking about the home that they live in.

    • 57.7%

      Satisfied the council keeps communal areas clean and well maintained.

    • 98.6%

      Emergency repairs completed within the target timescale.

    • 98.5%

      Non-emergency repairs completed within the target timescale.

    • 99.6%

      Gas safety checks completed.

    • 100%

      Fire safety checks completed.

    • 100%

      Asbestos safety checks completed.

    • 100%

      Water safety checks completed.

    • 100%

      Lift safety checks completed.

    • 64.8%

      Satisfied with the council listening to their views and acting upon them.

    • 73.3%

      Satisfied with the council keeping them informed about things that matter to them.

    • 86.1%

      Agree that the council treats them fairly and with respect.

    • 30.6%

      Satisfied with the council’s approach to handling complaints.

    • 284

      Stage 1 complaints received.

    • 24.7

      Stage 1 complaints received per 1,000 homes.

    • 27

      Stage 2 complaints received.

    • 2.3

      Stage 2 complaints received per 1,000 homes.

    • 71.1%

      Stage 1* complaints responded to within timescales.

    • 29.6%

      Stage 2* complaints responded to in Housing Ombudsman complaint handling code timescales.

    *Stage 1 complaints refer to new complaints. We try to resolve these within 10 working days where possible. Stage 2 complaints have been escalated from stage 1, and are usually looked at by an executive director.

    Read more about giving feedback and making a complaint to the council

    • 67.7%

      Satisfied that the council makes a positive contribution to their neighbourhood.

    • 61.0%

      Satisfaction with the council’s approach to handling antisocial behaviour.

    • 29.1

      Antisocial behaviour cases opened per 1000 homes.

    • 0.0%

      Antisocial behaviour cases involving hate crime.

    Keeping properties in good repair

    Maintaining building safety

    Respectful and helpful engagement

    Effective handling of complaints

    Responsible neighbourhood management

    View TSM results table
    Measure Result
    Satisfaction with the overall service from the council. 76.8%
    Satisfaction with the overall repairs service from East Riding council over the past 12 months. 73.7%
    Tenants who are satisfied with the time taken to complete their most recent repair. 64.8%
    Tenants who are satisfied that the homes provided by the council are well maintained. 77.2%
    Homes that meet the Decent Homes Standard. 95.4%
    Emergency repairs completed within the target timescale. 98.6%
    Non-emergency repairs completed within the target timescale. 98.5%
    Gas safety checks completed. 99.6%
    Asbestos safety checks completed. 100%
    Water safety checks completed. 100%
    Lift safety checks completed. 100%
    Tenants who, when thinking about the condition of their property or the building that they live in, are satisfied that the council provides a home that is safe. 85.9%
    Tenants who report that they are satisfied with the council listening to their views and acting upon them. 64.8%
    Tenants who are satisfied with the council keeping them informed about things that matter to them. 73.3%
    Tenants who agree that the council treats them fairly and with respect. 86.1%
    Satisfaction with the council’s approach to handling complaints. 30.6%
    Number of stage 1 complaints received. 284
    Stage 1 complaints received per 1000 homes. 24.7
    Stage 1 complaints responded to within timescales. 71.1%
    Number of stage 2 complaints received. 27
    Stage 2 complaints received per 1000 homes. 2.3
    Stage 2 complaints responded to in Housing Ombudsman complaint handling code timescales. 29.6%
    Number of Antisocial behaviour cases opened per 1000 homes. 29.1
    Tenants who report that they are satisfied the council keeps communal areas clean and well maintained. 57.7%
    Tenants who report that they are satisfied that the council makes a positive contribution to their neighbourhood. 67.7%
    Satisfaction with the council’s approach to handling antisocial behaviour. 61.0%
    Antisocial behaviour cases involving hate crime. 0.0%

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