QQ24109 - Tenant Satisfaction Measures

City of Wolverhampton Council are looking to contract a supplier to conduct statutorily required Tenant Satisfaction Surveys of the council's tenants.

We own more than 21,000 homes in the city, which are managed by four distinct managing agents. Tenant Satisfaction Surveys will need to be collected in relation to this total stock number. These are a statutory obligation, so the questions asked and survey process must meet the requirements set out by the Regulator of Social Housing.

Our largest managing agent is Wolverhampton Homes (WH) - an Arms-Length Management Organisation (ALMO) - who manage around 20,000 properties. We would like to survey tenants in homes managed by WH on a quarterly basis.

Our remaining stock is managed by 3 Tenant Management Organisations (TMO):

• Over 900 homes and managed by Bushbury Hill EMB (BHEMB).
• Over 700 homes are managed by Dovecotes TMO (DTMO).
• Around 200 homes and managed by New Park Village TMC (NPV).

We would like to survey tenants managed by these three Tenant Management Organisations on a one-off, annual basis so that we build a fuller picture of satisfaction on each estate. In total, we would require a 5% annual sample of WH tenants (around 1000 based on current figures), in addition to a 20% sample for each of our TMOs (around 180, 140 and 40 respectively).

Consequently, we would expect three shorter, topic-specific quarterly reports for Q1, Q2 and Q3 based on surveys of WH tenants only. These reports would focus on quotations taken from the comments made by tenants, presented alongside an overarching view of the data. Then, at the end of the year, we would like a full performance report, detailing satisfaction across the entire year, with data and comments from tenants managed by all of our managing agents.

Finally, we require the provider to enable a range of options to complete the surveys, this can include telephone, email, SMS and an online facility. We would prefer the ability to change the proportion of surveys conducted by each survey option, throughout the contract.