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Housing Performance

At Ashford Borough Council, we are committed to ensuring our tenants have access to information to evaluate our performance as a landlord, please see our performance figures below: 

Performance statistics for Ashford Borough Councils Housing Department between April until December 2025. 100% of emergency repairs completed within timescale. 61.4% of routine appointments completed within timescale. 89.6% of repairs called answered. 47.5 Average days to turn around voids. 340 repairs completed per 1000 properties. 98% repairs satisfaction. 52.9% Tenant Satisfaction. 14 Complaints received per 1000 homes. 86% of complaints handled within timescale.

Tenant Satisfaction Survey (TSM)

Each year we conduct a perception survey to measure satisfaction among our tenants across 12 key areas. The questions that are asked are set out by central government and are as follows: 

  1. Overall satisfaction
  2. Satisfaction with repairs
  3. Satisfaction with time taken to complete most recent repair
  4. Satisfaction that the home is well maintained
  5. Satisfaction that the home is safe 
  6. Satisfaction that the landlord listens to tenant views and acts upon them
  7. Satisfaction that the landlord keeps tenants informed about things that matter to them
  8. Agreement that the landlord treats tenants fairly and with respect
  9. Satisfaction with the landlord’s approach to handling complaints
  10. Satisfaction that the landlord keeps communal areas clean and well maintained
  11. Satisfaction that the landlord makes a positive contribution to neighbourhoods
  12. Satisfaction with the landlord’s approach to handling anti-social behaviour

The perception survey was introduced in 2023 and the next survey will be conducted towards the end of this year. You can find the results of our previous surveys below:

Tenant Satisfaction Survey results for each completed year
Perception Areas Year One Results (2023/24) Year Two Results (2024/25) Year Three Results (2025/26)
Overall satisfaction 63% 59% 56%
Repairs service 65% 62% 62%
Repair completion time 59% 53% 55%
Well maintained home 66% 61% 60%
Safety of home 72% 69% 67%
Listens and acts 49% 45% 43%
Keeps me informed 60% 60% 57%
Respectful and fair 67% 60% 65%
Complaint Handling 27% 25% 22%
Communal areas 62% 56% 59%
Positive neighbourhood contribution 52% 50% 51%
Antisocial behaviour 45% 48% 48%

 

We conducted our year one, year two and year three Tenant Satisfaction Survey in one go, once per year. Next year we will be changing the way we conduct our survey and will conduct part of our survey each quarter (over four separate periods) to allow us to review and respond to your feedback quickly and to see if our improvements are making a difference. 

We also publish our full results with management information each year. We are due to publish our full management information for year three before the end of June 2026. Find out more about previous years below: 

Annual Tenant Satisfaction Survey 2023-2024

Annual Tenant Satisfaction Survey 2024-2025

Get more involved

If you would like to be more involved and work with other tenants to investigate our performance and recommend improvements, please sign up to be an involved tenant. You can sign up by completing our online form, by emailing us at tenant.contact@ashford.gov.uk or by calling Kirsty on 01233 330700. 

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