Satisfaction has risen by seven percentage points in the past year, with fewer residents reporting dissatisfaction across key services. The improvement is based on the council’s annual Tenant Satisfaction Measures which features tenants’ responses to a set of standard questions and performance measures all social landlords must collect and publish. They were introduced by the Regulator of Social Housing in 2024. The latest feedback collected from tenants also highlight areas requiring improvement for the council to act on.
Councillor Danny Adilypour, Lambeth Council’s Deputy Leader and Cabinet Member for Housing, Investment and New Homes, said:
“While the results show clear progress in Lambeth, the council recognises there’s still more to do. Work is ongoing to continue to improve repairs as well as communication with residents, and to strengthen our complaints handling.
“The improved satisfaction around repairs overall reflects the progress made in this area, but we know dissatisfaction with repairs remains the main driver of complaints from Lambeth tenants. Increasing engagement with our contractors on the cause of such complaints will be a key to resolving such issues to the full satisfaction of our residents.”
Lambeth manages and maintains more than 33,000 homes and carries out over 100,000 repairs each year. Data published by the housing regulator shows that satisfaction levels across the social landlord sector remained largely unchanged over the last two years.
Cllr Adilypour said: “Many social landlords have put in place improvement plans, and positive changes do often take time to be felt by tenants. Against this backdrop, the increase we have seen in tenants’ satisfaction — and the fall in dissatisfaction – is particularly encouraging.”
Despite the progress, figures show further improvement is needed in Lambeth to address waiting times for repairs and appointment setting. However, favourable feedback was received from tenants across a number of significant areas, including listening to residents, keeping then informed and maintaining communal areas.
A new text message service is being tested so residents can report any concerns more easily, and to get quicker feedback to ensure jobs are resolved to the tenants’ satisfaction.
Nearly half of the Lambeth tenants surveyed (47.5%) said they were satisfied that Lambeth’s housing services listens to and acts on residents’ views. This result is in line with some other London councils and reflects a significant reduction in dissatisfaction compared with previous years.
The full Tenant Satisfaction Measures for 2025-2026 will be published later in the year as part of Lambeth Housing Services Annual Report.
NOTES
- 1,500 tenants interviewed – all unique households
- 1,449 General Needs Tenants, 51 Sheltered Tenants
- Surveys carried out between 1st August and 12th September 2025
- Margin of error is +/- 2.44, exceeding the minimum margin of error set by the Regulator of Social Housing
- 10,000 households selected in sample to be interviewed.
- Survey responses collected via telephone interview
- Quotas set to ensure samples are representative of Lambeth Council’s demographic composition
- Calls spread over different times of day and days of the week. Respondents able to agree a specific timeslot for a callback if needed
- Bilingual interviewers also offered
