Tenant satisfaction survey 2025 to 2026

Between October and November 2025, many of you took part in an important survey. 

A representative sample of tenants were invited to take part in the survey by completing a telephone interview. 

The survey was carried out by an independent market research company – Acuity Research and Practice. It focused on how happy you are with the way Brighton & Hove City Council’s housing services maintain your homes and delivers key services.

The survey also collected many of the Tenant Satisfaction Measures (TSMs) as required by the Regulator of Social Housing. 

The findings will provide a view of the main drivers behind satisfaction levels and the issues tenants are most concerned about, informing Brighton & Hove City Council’s future strategic and operational planning. 

This report contains key survey results regarding tenants’ opinions about their homes and the services received. 

A big thank you to everyone who took part. 

Overall service

More than 7 out of 10 tenants are satisfied with the overall service provided by Brighton & Hove City Council’s housing services (71%). This is a rise of 4 percentage points on last year’s overall satisfaction levels.

37% Very satisfied 

34% Fairly satisfied 

11% Neither satisfied nor dissatisfied

8% Fairly dissatisfied

10% Very dissatisfied

The home and communal areas

• More than 7 out of 10 tenants are satisfied they are provided with a home that is well maintained (71%).
• Around 3 out of 4 tenants are satisfied that Brighton & Hove City Council provides them with a home that is safe (74%).
• More than 7 out of 10 tenants with communal areas are satisfied that these areas are kept clean and well maintained (71%).

Well maintained home 71%

Safe home 74%

Communal areas 71%

Repairs service

• More than 7 out of 10 tenants said they had a repair carried out to their home in the last 12 months (72%).
• Nearly 8 out of 10 of these tenants are satisfied with the overall repairs service over the last 12 months (77%).
• Slightly fewer tenants are satisfied with the time taken to complete their most recent repair after they reported it (71%).

Overall repairs service (last 12 months) 77%

Time taken to complete most recent repair 71%

The neighbourhood

• More than 6 out of 10 tenants are satisfied that Brighton & Hove City Council makes a positive contribution to their neighbourhood (64%).
• Fewer tenants are satisfied with Brighton & Hove City Council’s approach to handling anti-social behaviour (55%).

Positive contribution to neighbourhood 64%

Approach to handling ASB 55%

Communications and tenant engagement

• More than 6 out of 10 of tenants are satisfied that Brighton & Hove City Council listens to their views and acts upon them (63%).
• More than 7 out of 10 tenants are satisfied that they are kept informed about things that matter to them (72%).
• More than 3 out of 4 tenants agree that they are treated fairly and with respect by Brighton & Hove City Council (77%).
• More than 6 out of 10 tenants are satisfied that they are given a say in how services are managed (62%).
• Only around one in 4 tenants who made a complaint in the last 12 months are satisfied with how their complaint was handled (28%).

Listens and acts upon views 63%

Kept informed 72%

Treated fairly and with respect 77%

Given a say in services 62%

Complaints handling 28% 

A similar survey was undertaken with Brighton & Hove City Council tenants in 2024. When comparing the 2 surveys, satisfaction has increased for all the measures in the survey, apart from the handling of anti-social behaviour (ASB), where satisfaction has fallen slightly. The biggest areas of improvement are the repairs service and tenants being given a say in how services are managed. The lowest area of satisfaction remains complaints handling. Our satisfaction levels for ASB and complaints are consistent with the satisfaction levels reported in the latest data for local authority landlords nationally. 

Brighton & Hove City Council appreciates the time everyone took to complete the survey for us. It is important that through your feedback, we understand the services that work well and those we know can and should be, improved. 

Where you have said that you are happy for us to, we may contact you to discuss your survey responses, invite you to participate in other feedback events or ask for more information. 

Carrying out this survey is just part of the work Brighton & Hove City Council does to involve you in developing services. As well as publishing the results of the survey, Brighton & Hove City Council plans to put the findings to good use by working with tenants to further improve the services provided. 

We aim to be a great landlord by putting residents at the heart of our improvement plans and responding to what you tell us.

• Publish findings to tenants
• Use findings to plan and improve services, such as communications, repairs and complaints
• Involve tenants in shaping service improvements

Thank you once again to everyone who took part. 

Summary of the survey approach used to generate the published tenant perception measures