Tenants across Norwich are beginning to see the benefits of improved housing services – with the latest figures showing higher satisfaction in key areas such as repairs, keeping tenants informed, customer service, and the maintenance and safety of their homes.
- More than 1,000 council tenants shared their views on Norwich City Council's housing services through an independent survey
- Feedback highlights key areas where tenants want to see improvements
- Council commits to using results to improve services and keep increasing tenant satisfaction
We have recently published our third annual Tenant Satisfaction Measures (TSM) results providing an overview of housing service performance thanks to feedback from council tenants.
As part of the council’s commitment to listening to residents and improving services, we commissioned independent research company Viewpoint to carry out a tenant satisfaction survey. The results provide valuable insight into tenants' experiences and will help shape future priorities for the housing service.
The annual Tenant Satisfaction Measures are a requirement of the Regulator of Social Housing and are designed to give tenants greater transparency about landlord performance, while helping housing providers improve services.
The results cover both how tenants feel about the services they receive, and how well the council is performing in managing its homes.
During 2025-2026, a total of 1,002 tenants took part, primarily through telephone surveys, with a small number completed online.
The survey identified strengths in some areas and also highlighted opportunities for improvement.
Key findings included:
- 75% of tenants were satisfied with the overall service provided by the council. Up 4.2% on the previous year.
- 77% were satisfied with the overall repairs service. Up 2.9% on the previous year.
- 70% were satisfied with the time taken to complete their most recent repair. Up 2.8% on the previous year.
- 74% were satisfied that their home is well maintained. Up 3.2% on the previous year.
- 81% were satisfied that their home is safe. Up 0.8% on the previous year.
- 62% felt the council listens to their views and acts upon them. Up 2.2% on the previous year.
- 75% were satisfied that the council keeps them informed about matters that affect them. Up 2.2% on the previous year.
- 78% agreed that they are treated fairly and with respect. Up 0.2% on the previous year.
- 30% agreed that they were satisfied with their landlord’s approach to handling complaints. Up 0.4% on the previous year.
- 60% were satisfied with the maintenance of communal areas. Up 2.0% on the previous year.
- 64% felt the council makes a positive contribution to their neighbourhood. Up 1.8% on the previous year.
- 59% were satisfied with the council's approach to tackling anti-social behaviour. This is the only measure which has decreased on the previous year, down by 2%.
The latest result shows continued improvements across almost every area of the council's housing service. Overall satisfaction increased to 75.3%, with more tenants reporting positive experiences of repairs, home maintenance, communication and feeling listened to. Satisfaction that homes are safe remained high at 80.8%, while the only measure to fall slightly was satisfaction with the council's approach to tackling anti-social behaviour. To help us improve, we’re now launching a new anti-social behaviour tenant engagement panel. If you would like to help shape the service, please register your interest on Get Talking Norwich.
Alongside the perception survey, the council also reported on a range of housing management measures.
The results showed strong performance in key safety areas, with:
- 100% of required gas safety checks completed.
- 100% compliance for fire risk assessments. Up 4.1% on the previous year.
- 99.9% compliance for asbestos management surveys and re-inspections. Up 2.7% on the previous year.
- 100% compliance for legionella risk assessments.
- 100% compliance for communal passenger lift safety checks.
The council completed 99.3% of emergency repairs within its target timescale of 24 hours and 87% of non-emergency repairs within target timescales. Both consistent with the previous years’ performance.
Cllr Denise Carlo, cabinet member for housing and communities said:
“I'm pleased to see tenant satisfaction improving across most areas of our housing service, reflecting the hard work that's gone into making real improvements for our tenants.
Just as importantly, the survey highlights where we need to do better. Listening to tenants is central to how we improve our services, and we'll use this feedback to shape our priorities, so we continue delivering the safe, responsive and high-quality housing services our residents deserve.”
The council is currently working with tenant groups to develop service improvements based on the feedback received.
Read the full Tenant Satisfaction Measures (TSM) results submitted to the Regulator of Social Housing.
