West Lancashire Borough Council - Tenant Satisfaction Survey 2025
Prepared by Information by Design
Tenant Satisfaction Survey 2025
Introduction
This report contains a summary of the findings from the ‘Tenant Satisfaction’ survey commissioned by West Lancashire Borough Council (WLBC) and conducted by Information by Design (IbyD).
The overall objective of the work was to gather data from Council tenants in line with the Regulator of Social Housing’s (RSH) Tenant Satisfaction Measures (TSM).
The TSMs include questions on the housing services provided by the Council, the quality of their homes, the standard of services delivered and whether they feel informed, valued, and treated fairly and with respect.
A ‘self-completion’ approach was used, using a full census of tenants (all Council tenants were asked to complete the survey). Fieldwork took place from October to December 2025.
All tenants were either sent the questionnaire by post or sent an email inviting them to complete the survey online. Tenants sent the questionnaire by post were able to complete it either by post or online using a unique ID number.
The achieved sample size in the survey was 808 responses, higher than the target of 543 required to achieve the confidence interval of +4% as stipulated in the RSH’s guidance. A TSM surveys was also conducted in 2024. The 2024 survey was conducted using a full census of tenants and a achieved a total of 961 responses.
Results presented in this report are based on weighted data. The results do not include the respondents who answered “not applicable/don’t know” to TP05, TP06, TP07, TP08, TP11 and TP12, as guidance states that these options should be excluded when calculating the TSMs.
An ‘easy read’ version of the results will be published on the website.
TSM Key Metrics
Overall Satisfaction 62%
Home and Repairs
Satisfaction with repairs 58%
Time taken to complete repair 52%
Home well maintained 61%
Home safe 65%
Engagement and Complaints
Listens to views and acts 49%
Kept Informed 54%
Fairly and with respect 64%
Satisfactions with handling complaints 33%
Neighbourhood Management
Communal areas clean and well maintained 58%
Positive contribution to neighbourhoods 44%
Approach to handling antisocial behaviour 44%
Three-fifths of tenants (60%) were satisfied with the overall services provided by West Lancashire Borough Council.
This was slightly lower than in 2024, when 62% were satisfied but the difference is not statistically significant (the difference is not sufficiently large for us to assume that it is a real difference rather than one which has arisen due to chance).
The highest levels of satisfaction were with that the home is safe (65%), that the Council treats tenants fairly and with respect (64%), and that the home is well maintained (61%).
The lowest level of satisfaction was with handling complains (33%). Other areas with lower satisfaction were WLBC’s approach to handling anti-social behaviour (44%) and that WLBC makes a positive contribution to neighbourhoods (44%).
Overall Satisfaction
Very Satisfied 28%
Fairly Satisfied 33%
Neither satisfied nor dissatisfied 14%
Fairly dissatisfied 14%
Very Dissatisfied 11%
Totals
Very/Fairly Satisfied 60%
Neither 14%
Very/Fairly dissatisfied 25%
Satisfaction by Category
Category 1 (n=90)
Very/Fairly Satisfied 77%
Neither 10%
Very/Fairly dissatisfied 12%
Category 2 (n=58)
Very/Fairly Satisfied 78%
Neither 10%
Very/Fairly dissatisfied 12%
General Needs (n=649)
Very/Fairly Satisfied 56%
Neither 15%
Very/Fairly dissatisfied 28%
Overall, 60%* of tenants were satisfied with the services provided by WLBC, with 28% very satisfied and 33% fairly satisfied.
14% were neither satisfied nor dissatisfied and 25% were dissatisfied.
There are differences in overall satisfaction by category. Tenants living in Category 1 and Category 2# were more satisfied than tenants living in General Needs housing.
* 60% due to rounding
# Housing that is part of WLBC’s ‘Independent Living Scheme’
Home and Repairs
Satisfaction with repairs (n=556)
Very/Fairly Satisfied 58%
Neither 8%
Very/Fairly dissatisfied 34%
Time to complete repair (n=552)
Very/Fairly Satisfied 52%
Neither 10%
Very/Fairly dissatisfied 38%
Home is well maintained (n=792)
Very/Fairly Satisfied 52%
Neither 10%
Very/Fairly dissatisfied 38%
Home is safe (n=779)
Very/Fairly Satisfied 65%
Neither 12%
Very/Fairly dissatisfied 24%
Satisfaction by Category
Category 1
Satisfaction with repairs 67%
Time to complete repair 60%
Home is well maintained 80%
Home is safe 89%
Category 2
Satisfaction with repairs 63%
Time to complete repair 59%
Home is well maintained 77%
Home is safe 80%
General Needs
Satisfaction with repairs 57%
Time to complete repair 50%
Home is well maintained 56%
Home is safe 60%
70% of tenants said they had a repair completed in the last 12 months.
Of these, 58% were satisfied with the overall repairs service, and 34% were dissatisfied.
Satisfaction with the time taken to complete the most recent repair after it was reported was lower, with 52% satisfied and 38% dissatisfied.
61% of tenants were satisfied that their home is well maintained, which is one of the highest levels of satisfaction in the survey. 28% were dissatisfied.
65% of tenants were satisfied that their home is safe, which is one of the highest levels of satisfaction in the survey. 24% were dissatisfied.
Satisfaction that the home is well maintained and safe was lower for tenants living in General Needs housing
Satisfaction the overall repairs service and time taken to complete the most recent repair was lower for tenants living in General Needs housing, but the differences are not statistically significant.
Engagement and Complaints
Listens to views and acts (n=745)
Very/Fairly Satisfied 49%
Neither 20%
Very/Fairly Dissatisfied 32%
Kept Informed (n=754)
Very/Fairly Satisfied 54%
Neither 23%
Very/Fairly Dissatisfied 23%
Fairly & with respect (n=751)
Very/Fairly Satisfied 64%
Neither 24%
Very/Fairly Dissatisfied 12%
Satisfaction with handling complaints (n=248)
Very/Fairly Satisfied 33%
Neither 20%
Very/Fairly Dissatisfied 47%
Satisfaction by Category
Category 1
Listens to views and acts 62%
Kept informed 63%
Fairly & with respect 77%
Satisfaction with handling complaints 51%
Category 2
Listens to views and acts 65%
Kept informed 67%
Fairly & with respect 76%
Satisfaction with handling complaints 40%
General Needs
Listens to views and acts 45%
Kept informed 52%
Fairly & with respect 61%
Satisfaction with handling complaints 30%
64% of tenants agreed that “my landlord treats me fairly and with respect”, which is one of the highest levels of satisfaction in the survey. Only 12% disagreed.
A third of tenants responding (33%) had made a complaint in the last 12 months. Of these, a third (33%) were satisfied with the approach to complaints handling, one of the lowest levels of satisfaction in the survey. 47% were dissatisfied.
Just under half (49%) were satisfied that WLBC listens to their views and acts upon them, while 32% were dissatisfied.
54% of respondents were satisfied that WLBC keeps them informed about things that matter to them, 23% were dissatisfied.
Satisfaction with three aspects (listening to views, being kept informed and being treated fairly) was lower for respondents living in General Needs housing.
Satisfaction with complaints handling was lower for tenants living in General Needs housing, but the difference is not statistically significant.
Neighbourhood Management
Approach to handling antisocial behaviour (n=631)
Very/Fairly Satisfied 44%
Neither 34%
Very/Fairly Dissatisfied 22%
Positive contribution to neighbourhoods (n=700)
Very/Fairly Satisfied 44%
Neither 28%
Very/Fairly Dissatisfied 28%
Communal areas clean and well maintained (n=327)
Very/Fairly Satisfied 58%
Neither 15%
Very/Fairly Dissatisfied 27%
Satisfaction by Category
Category 1
Communal areas clean and well maintained 57%
Positive contribution to neighbourhoods 63%
Approach to handling antisocial behaviour 48%
Category 2
Communal areas clean and well maintained 59%
Positive contribution to neighbourhoods 57%
Approach to handling antisocial behaviour 56%
General Needs
Communal areas clean and well maintained 58%
Positive contribution to neighbourhoods 40%
Approach to handling antisocial behaviour 42%
42% of tenants live in a building with communal areas, either inside or outside, that WLBC is responsible for maintaining.
Of these, 58% were satisfied that WLBC keeps these communal areas clean and well maintained. 27% were dissatisfied.
44% were satisfied with WLBC’s approach to handing antisocial behaviour, which is one of the lowest levels of satisfaction in the survey; 22% were dissatisfied.
44% were satisfied that WLBC makes a positive contribution to their neighbourhood, again one of the lowest levels of satisfaction in the survey; 28% were dissatisfied.
Satisfaction that WLBC makes a positive contribution to their neighbourhood was lower for respondents living in General Needs housing.
Satisfaction with WLBC’s approach handing antisocial behaviour was lower for respondents living in General Needs housing but the difference is not statistically significant.
There was little difference in satisfaction with ‘keeps these communal areas clean and well maintained’ between Category 1, Category 2 and General Needs housing
What WLBC is doing well and what it needs to improve
Tenants were asked “What do you think we, as your landlord, are doing well?” as an open-ended question.
485 tenants gave comments.
The chart on the right shows the number of positive and negative aspects and general comments.
The figures given are the actual numbers (not percentages) of responses.
The most frequently coded response was a positive comment on the repair, maintenance and condition of the property (116 responses).
There were 99 generally positive comments, and 74 positive comments on customer service-related issues.
Other aspects mentioned were the Clean & Green and rent/council tax.
Some tenants used this question to give more negative comments. The top ranked negative aspects were general negative comments and repairs, maintenance or condition of the property.
There were some other comments received, including those stating they had no opinion or comment to make.
Positive Comments
Repairs, Maintenance, condition of property = 116
General positive comments = 99
Customer Service and systems, tenant voice = 74
Street Scene, Grass Cutting etc. = 26
Rent/Council Tax = 12
Negative Comments
General negative comments = 60
Repairs, maintenance or condition of property = 60
Street Scene/Rubbish and litter, Potholes = 47
Waiting times for repairs = 34
Customer Service and Systems, Tenant Voice = 24
Contractor (repairs/maintenance) named = 17
Antisocial behaviour, drugs/nuisance = 12
Other = 10
Communal Areas = 7
Equipment eg washer/oven = 3
Other
No Comment/No Opinion = 25
Other Comments = 5
Neutral Comments = 2
Tenants were asked “What do you think we, as your landlord, are doing well?” as an open-ended question.
485 tenants gave comments.
The chart on the right shows the number of positive and negative aspects and general comments.
The figures given are the actual numbers (not percentages) of responses.
The most frequently coded response was a positive comment on the repair, maintenance and condition of the property (116 responses).
There were 99 generally positive comments, and 74 positive comments on customer service-related issues.
Other aspects mentioned were the Clean & Green and rent/council tax.
Some tenants used this question to give more negative comments. The top ranked negative aspects were general negative comments and repairs, maintenance or condition of the property.
There were some other comments received, including those stating they had no opinion or comment to make.
What WLBC need to improve
Coded Responses
Property Replated Issues
Trees/Bushes cutting/Gardens = 62
Street Cleaning = 36
General upkeep/maintenance/updating = 34
Unspecified repair = 19
External Cleaning/repairs = 19
Windows/doors = 19
Bins/recycling = 16
Antisocial behaviour = 16
Paths = 14
Parking/Cars/Speeding = 14
Painting/Decorating = 13
Communal Areas = 13
Fencing/Gates = 12
Damp/Mould = 12
Bathrooms = 12
Rubbish/Litter lying about = 11
Pavements/roads/potholes = 11
Kitchen(s) = 11
Lighting = 10
Major Works eg roof/gutter/damp… = 10
Other = 6
Heating/Boilers = 6
Carpets/Floor Covering = 5
Building Access = 3
Lift/Stairlift = 2
Washing/drying machines/ovens = 2
Animals/Dogs/Cats/Rats/Dog poo = 2
Service-Related Issues
Waiting times for repairs = 83
Customer service poor or communication = 58
Contractors (repairs/maintenance) = 50
Quality of repairs (poor) = 34
Listen = 21
Council staff issues = 16
Other = 14
Inspections = 14
Updates = 7
Doing a good job = 6
Website/app/online = 4
Rent/Rates/Council Tax = 3
Other Issues
Nothing/Don't Know = 70
General Negative Comments = 24
General Positive Comments = 21
Other Comments = 18
Yes (actual response) = 2
Further Insight
TSM’s - satisfaction and dissatisfaction (% ranked)
Satisfaction with Measures
Home Safe = 65%
Fairly and with respect = 64%
Home well maintained = 61%
Overall Satisfaction = 60%
Satisfaction with repairs = 58%
Communal areas clean and well maintained = 58%
Kept Informed = 54%
Time taken to complete repair = 52%
Listen to views and acts = 49%
Approach to handling antisocial behaviour = 44%
Positive contribution to neighbourhoods = 44%
Satisfaction with handling complaints = 33%
Dissatisfaction with Measures
Satisfaction with handling complaints = 47%
Time taken to complete repair = 38%
Satisfaction with repairs = 34%
Listen to views and acts = 32%
Positive contribution to neighbourhood = 28%
Home well maintained = 28%
Communal area clean and well maintained = 27%
Overall Satisfaction = 25%
Home Safe = 24%
Kept Informed = 23%
Approach to handling antisocial behaviour = 22%
Fairly & with respect = 12%
The charts opposite rank both satisfaction and dissatisfaction for each of the TSM’s.
The highest levels of satisfaction were that the home is safe, that WLBC treats tenants fairly and with respect and that the home is well maintained.
The lowest levels of satisfaction were with handling complaints, making a positive contribution to neighbourhoods and approach to handling anti-social behaviour.
Dissatisfaction and satisfaction do not correspond for all metrics. For example, satisfaction with handling complaints has the highest level of dissatisfaction (47%) and the lowest level of satisfaction (33%), but approach to handling anti-social behaviour has the third lowest level of satisfaction (44%) and the second lowest level of dissatisfaction (22%). This is due to high proportion of tenants answering, ‘neither satisfied nor dissatisfied’.
Key Driver Analysis
The purpose of ‘key driver analysis’ is to explore the relationship between overall satisfaction and the other TSMs. The analysis is conducted using a statistical technique that creates models which examine which TSM measures most closely correlate with overall satisfaction.
By aiming to improve satisfaction with these particular TSM’s, then a positive impact on overall satisfaction is a possible outcome.
For the 2025 survey data, a model was developed which highlighted the following four TSMs as possible key contributors in explaining overall satisfaction (TP01):
TP02 Satisfaction with overall repairs service
TP04 – Satisfaction that the home is well maintained
TP08 - Agreement that the landlord treats tenants fairly and with respect
TP09 Satisfaction with the landlord’s approach to handling complaints
Interpreting this information, suggest that two key aspects are important: ‘Maintenance and Repairs’ and ‘Customer Service’.
If improvements are made to the scores for these TSM’s, then (assuming other aspects remain the same) there should be an increase in overall satisfaction scores.
Differences by sub-groups
Differences reported on in this section are significant differences. When we say a difference between two figures is statistically significant, we mean we have a high degree of confidence that the differences are real and unlikely to be due to chance
Category
81% of respondents lived in ‘General Needs’ housing, 11% in Category 1 housing and 7% in Category 2 housing.
The table opposite shows differences between tenants living in the three categories. Figures in green are higher for each TSM, those in red are lowest.
Respondents living in general needs housing were less likely to be satisfied than those living in the other two categories for seven of the twelve metrics.
Some of these differences may be explained by demographic differences, such as age. For example, respondents living in Category 1 or Category 2 housing are older than those living in general housing.
Category 1
Overall Satisfaction = 77%
Satisfaction with repairs = 67%
Time taken to complete repair = 60%
Home well maintained = 80%
Home Safe = 89%
Listens to views and acts = 62%
Kept Informed = 63%
Fairly and with respect = 77%
Satisfaction with handling complaints = 51%
Communal areas clean and well maintained = 57%
Positive contribution to neighbourhood = 63%
Approach to handling antisocial behaviour = 48%
Category 2
Overall Satisfaction = 78%
Satisfaction with repairs = 63%
Time taken to complete repair = 59%
Home well maintained = 77%
Home Safe = 80%
Listens to views and acts = 65%
Kept Informed = 67%
Fairly and with respect = 76%
Satisfaction with handling complaints = 40%
Communal areas clean and well maintained = 59%
Positive contribution to neighbourhood = 57%
Approach to handling antisocial behaviour = 56%
General Needs
Overall Satisfaction = 56%
Satisfaction with repairs = 57%
Time taken to complete repair = 50%
Home well maintained = 56%
Home Safe = 60%
Listens to views and acts = 45%
Kept Informed = 62%
Fairly and with respect = 61%
Satisfaction with handling complaints = 30%
Communal areas clean and well maintained = 58%
Positive contribution to neighbourhood = 40%
Approach to handling antisocial behaviour = 42%
Category 1 or Category 2 housing are part of WLBC’s ‘Independent Living Scheme’. Category 2 properties are all under one roof, have a visiting Scheme Manager and have a communal lounge where social activities are held. Category 1 properties may not have all of the communal facilities of Category 2 apartments and some of these retirement schemes have a visiting Scheme Manager.
Gender
34% of respondents were male, 63% were female and less than 1% preferred to self-describe their gender. 3% answered “prefer not to say”. “Prefer to self-describe” has not been included in the table due to the to the low number of respondents.
Men were more likely be satisfied that WLBC provides a home that is well maintained, that WLBC listens listens to tenant views and acts upon and that WLBC makes a positive contribution to their neighbourhood than women.
It is not clear why there are differences by gender. It may be that there are differences in expectations between women and men or other factors such as employment status are at play
Male
Overall Satisfaction = 66%
Satisfaction with repairs = 62%
Time taken to complete repair = 55%
Home well maintained = 67%
Home Safe = 69%
Listens to views and acts = 55%
Kept Informed = 58%
Fairly and with respect = 67%
Satisfaction with handling complaints = 30%
Communal areas clean and well maintained = 60%
Positive contribution to neighbourhood = 51%
Approach to handling antisocial behaviour = 46%
Female
Overall Satisfaction = 59%
Satisfaction with repairs = 57%
Time taken to complete repair = 52%
Home well maintained = 59%
Home Safe = 64%
Listens to views and acts = 46%
Kept Informed = 55%
Fairly and with respect = 63%
Satisfaction with handling complaints = 36%
Communal areas clean and well maintained = 56%
Positive contribution to neighbourhood = 40%
Approach to handling antisocial behaviour = 43%
Age
8% of respondents were aged 18-34, 18% were aged 35-44, 19% were aged 45-54, 17% were aged 55-64, 17% were aged 65-74 and 19% were aged 75 and over. 1% answered “prefer not to say”.
Overall satisfaction is highest in 75+ age groups and lowest in the 18-34 age groups.
There are differences by age for all of the metrics.
Older age groups are more likely to be satisfied with the majority of TSMs.
The 65-74 and 75+ age groups are more likely to live in housing that is part of WLBC’s ‘Independent Living Scheme’(Category 1 or Category 2) than respondents in the younger age groups, which may be a factor in their higher levels of satisfaction.
18-34
Overall Satisfaction = 35%
Satisfaction with repairs = 41%
Time taken to complete repair = 36%
Home well maintained = 39%
Home Safe = 42%
Listens to views and acts = 39%
Kept Informed = 42%
Fairly and with respect = 59%
Satisfaction with handling complaints = 35%
Communal areas clean and well maintained = 52%
Positive contribution to neighbourhood = 35%
Approach to handling antisocial behaviour = 38%
35 - 44
Overall Satisfaction = 39%
Satisfaction with repairs = 35%
Time taken to complete repair = 35%
Home well maintained = 34%
Home Safe = 42%
Listens to views and acts = 28%
Kept Informed = 36%
Fairly and with respect = 43%
Satisfaction with handling complaints = 19%
Communal areas clean and well maintained = 48%
Positive contribution to neighbourhood = 29%
Approach to handling antisocial behaviour = 36%
45 - 54
Overall Satisfaction = 58%
Satisfaction with repairs = 60%
Time taken to complete repair = 51%
Home well maintained = 55%
Home Safe = 61%
Listens to views and acts = 46%
Kept Informed = 54%
Fairly and with respect = 60%
Satisfaction with handling complaints = 34%
Communal areas clean and well maintained = 56%
Positive contribution to neighbourhood = 34%
Approach to handling antisocial behaviour = 36%
55 - 64
Overall Satisfaction = 57%
Satisfaction with repairs = 50%
Time taken to complete repair = 47%
Home well maintained = 56%
Home Safe = 66%
Listens to views and acts = 38%
Kept Informed = 46%
Fairly and with respect = 54%
Satisfaction with handling complaints = 30%
Communal areas clean and well maintained = 38%
Positive contribution to neighbourhood = 37%
Approach to handling antisocial behaviour = 38%
65 - 74
Overall Satisfaction = 78%
Satisfaction with repairs = 75%
Time taken to complete repair = 66%
Home well maintained = 82%
Home Safe = 79%
Listens to views and acts = 62%
Kept Informed = 68%
Fairly and with respect = 80%
Satisfaction with handling complaints = 27%
Communal areas clean and well maintained = 70%
Positive contribution to neighbourhood = 52%
Approach to handling antisocial behaviour = 49%
75+
Overall Satisfaction = 83%
Satisfaction with repairs = 80%
Time taken to complete repair = 73%
Home well maintained = 87%
Home Safe = 87%
Listens to views and acts = 74%
Kept Informed = 75%
Fairly and with respect = 85%
Satisfaction with handling complaints = 60%
Communal areas clean and well maintained = 72%
Positive contribution to neighbourhood = 71%
Approach to handling antisocial behaviour = 64%
Disability
54% of respondents were disabled under the Equality Act (have a physical or mental health condition or illness lasting or expected to last 12 months or more which reduced their ability to carry out day-to-day activities).
Respondents who are disabled under the Equality Act are less likely to be satisfied that WLBC treats them fairly and with respect, that WLBC makes a positive contribution to neighbourhoods and with WLBC’s approach to handling antisocial behaviour.
Disabled under the Equality Act
Overall Satisfaction = 59%
Satisfaction with repairs = 59%
Time taken to complete repair = 50%
Home well maintained = 63%
Home Safe = 62%
Listens to views and acts = 46%
Kept Informed = 52%
Fairly and with respect = 61%
Satisfaction with handling complaints = 30%
Communal areas clean and well maintained = 61%
Positive contribution to neighbourhood = 39%
Approach to handling antisocial behaviour = 38%
Not disabled under the Equality Act
Overall Satisfaction = 64%
Satisfaction with repairs = 58%
Time taken to complete repair = 55%
Home well maintained = 60%
Home Safe = 69%
Listens to views and acts = 52%
Kept Informed = 57%
Fairly and with respect = 69%
Satisfaction with handling complaints = 37%
Communal areas clean and well maintained = 55%
Positive contribution to neighbourhood = 49%
Approach to handling antisocial behaviour = 50%
Ethnicity
88% of respondents were White British and 9% were from other ethnic groups. 3% answered “prefer not to say”.
There are no differences in the TSMs by ethnicity.
White British
Overall Satisfaction = 60%
Satisfaction with repairs = 59%
Time taken to complete repair = 53%
Home well maintained = 61%
Home Safe = 65%
Listens to views and acts = 49%
Kept Informed = 54%
Fairly and with respect = 63%
Satisfaction with handling complaints = 34%
Communal areas clean and well maintained = 59%
Positive contribution to neighbourhood = 42%
Approach to handling antisocial behaviour = 42%
Other Ethnic Group
Overall Satisfaction = 66%
Satisfaction with repairs = 62%
Time taken to complete repair = 55%
Home well maintained = 58%
Home Safe = 65%
Listens to views and acts = 45%
Kept Informed = 53%
Fairly and with respect = 65%
Satisfaction with handling complaints = 34%
Communal areas clean and well maintained = 51%
Positive contribution to neighbourhood = 53%
Approach to handling antisocial behaviour = 55%
Children in Households
29% of respondents had children aged under 18 years living in the household, and 70% did not. 1% answered “prefer not to say”.
Satisfaction is lower for all TSMs for respondents who live in households containing children.
Some of these differences may be driven by age, or property type and category.
Children in household
Overall Satisfaction = 39%
Satisfaction with repairs = 38%
Time taken to complete repair = 38%
Home well maintained = 35%
Home Safe = 42%
Listens to views and acts = 30%
Kept Informed = 39%
Fairly and with respect = 46%
Satisfaction with handling complaints = 23%
Communal areas clean and well maintained = 41%
Positive contribution to neighbourhood = 26%
Approach to handling antisocial behaviour = 32%
No children in household
Overall Satisfaction = 69%
Satisfaction with repairs = 69%
Time taken to complete repair = 60%
Home well maintained = 71%
Home Safe = 74%
Listens to views and acts = 56%
Kept Informed = 61%
Fairly and with respect = 71%
Satisfaction with handling complaints = 38%
Communal areas clean and well maintained = 61%
Positive contribution to neighbourhood = 51%
Approach to handling antisocial behaviour = 49%
Length of Tenancy
12% of respondents had been a tenant of WLBC for up to 2 years, 30% for between 2 and 10 years, 24% for between 10 and 20 years and 33% for over 20 years. 2% answered “prefer not to say”.
Overall satisfaction is highest for respondents who have been a tenant of WLBC for up to 2 years or 20 years or more and lowest for respondents who have been a tenant of WLBC for between 10 and 20 years.
Respondents who have been a tenant of WLBC for over 20 years are more likely to be satisfied with the overall repairs service, with the time taken to complete their most recent repair and that their home is well maintained.
Respondents who have been a tenant of WLBC for up to 2 years are more likely to be satisfied that WLBC listen to tenants views and acts upon them, that WLBC keeps them informed about things that matter to them and that WLBC makes a positive contribution to neighbourhood. They are also more likely to agree that WLBC treats tenants fairly and with respect.
Up to 2 years
Overall Satisfaction = 65%
Satisfaction with repairs = 66%
Time taken to complete repair = 56%
Home well maintained = 64%
Home Safe = 66%
Listens to views and acts = 62%
Kept Informed = 66%
Fairly and with respect = 76%
Satisfaction with handling complaints = 31%
Communal areas clean and well maintained = 67%
Positive contribution to neighbourhood = 56%
Approach to handling antisocial behaviour = 56%
2+ to 10 years
Overall Satisfaction = 65%
Satisfaction with repairs = 66%
Time taken to complete repair = 56%
Home well maintained = 64%
Home Safe = 66%
Listens to views and acts = 62%
Kept Informed = 66%
Fairly and with respect = 76%
Satisfaction with handling complaints = 31%
Communal areas clean and well maintained = 67%
Positive contribution to neighbourhood = 56%
Approach to handling antisocial behaviour = 56%
10+ to 20 years
Overall Satisfaction = 51%
Satisfaction with repairs = 53%
Time taken to complete repair = 48%
Home well maintained = 56%
Home Safe = 58%
Listens to views and acts = 40%
Kept Informed = 45%
Fairly and with respect = 55%
Satisfaction with handling complaints = 34%
Communal areas clean and well maintained = 58%
Positive contribution to neighbourhood = 32%
Approach to handling antisocial behaviour = 37%
20+ years
Overall Satisfaction = 66%
Satisfaction with repairs = 69%
Time taken to complete repair = 63%
Home well maintained = 67%
Home Safe = 69%
Listens to views and acts = 50%
Kept Informed = 58%
Fairly and with respect = 68%
Satisfaction with handling complaints = 25%
Communal areas clean and well maintained = 66%
Positive contribution to neighbourhood = 45%
Approach to handling antisocial behaviour = 46%
Number of bedrooms
35% of respondents lived in a 1-bedroomed property, 23% in a 2-bedroomed and 42% in a property with three or more bedrooms.
Overall satisfaction is highest for respondents living in 1-bedroomed properties.
Respondents who live in 1-bedroomed properties are were more likely to be satisfied with all TSMs.
Respondents who live in 1-bedroomed properties are more likely to be older and therefore more likely to be satisfied with various aspects.
1 Bedroom
Overall Satisfaction = 76%
Satisfaction with repairs = 73%
Time taken to complete repair = 61%
Home well maintained = 76%
Home Safe = 78%
Listens to views and acts = 63%
Kept Informed = 65%
Fairly and with respect = 73%
Satisfaction with handling complaints = 46%
Communal areas clean and well maintained = 67%
Positive contribution to neighbourhood = 48%
Approach to handling antisocial behaviour = 53%
2 Bedrooms
Overall Satisfaction = 76%
Satisfaction with repairs = 73%
Time taken to complete repair = 61%
Home well maintained = 76%
Home Safe = 78%
Listens to views and acts = 63%
Kept Informed = 65%
Fairly and with respect = 73%
Satisfaction with handling complaints = 46%
Communal areas clean and well maintained = 67%
Positive contribution to neighbourhood = 48%
Approach to handling antisocial behaviour = 53%
3+ Bedrooms
Overall Satisfaction = 52%
Satisfaction with repairs = 52%
Time taken to complete repair = 49%
Home well maintained = 52%
Home Safe = 59%
Listens to views and acts = 41%
Kept Informed = 50%
Fairly and with respect = 58%
Satisfaction with handling complaints = 24%
Communal areas clean and well maintained = 38%
Positive contribution to neighbourhood = 34%
Approach to handling antisocial behaviour = 40%
Neighbourhood
10% of respondents live in the Northern Parishes, 18% in Ormskirk and 72% in Skelmersdale.
There are no differences in the TSMs by neighbourhood.
Northern Parishes
Overall Satisfaction = 66%
Satisfaction with repairs = 57%
Time taken to complete repair = 47%
Home well maintained = 57%
Home Safe = 62%
Listens to views and acts = 48%
Kept Informed = 54%
Fairly and with respect = 67%
Satisfaction with handling complaints = 29%
Communal areas clean and well maintained = 39%
Positive contribution to neighbourhood = 39%
Approach to handling antisocial behaviour = 43%
Ormskirk
Overall Satisfaction = 65%
Satisfaction with repairs = 59%
Time taken to complete repair = 59%
Home well maintained = 65%
Home Safe = 72%
Listens to views and acts = 51%
Kept Informed = 55%
Fairly and with respect = 64%
Satisfaction with handling complaints = 29%
Communal areas clean and well maintained = 66%
Positive contribution to neighbourhood = 50%
Approach to handling antisocial behaviour = 48%
Skelmersdale
Overall Satisfaction = 59%
Satisfaction with repairs = 58%
Time taken to complete repair = 51%
Home well maintained = 60%
Home Safe = 63%
Listens to views and acts = 48%
Kept Informed = 54%
Fairly and with respect = 63%
Satisfaction with handling complaints = 34%
Communal areas clean and well maintained = 58%
Positive contribution to neighbourhood = 43%
Approach to handling antisocial behaviour = 43%
Summary
This report contains a summary of the findings from the ‘Tenant Satisfaction’ survey, which was conducted by Information by Design (IbyD) with fieldwork taking place from October to December 2025. A mixed methodology ‘self-completion’ approach was used, using a full census of tenants. All tenant households were either sent the questionnaire by post or sent an email inviting them to complete the survey online. Those sent the questionnaire by post were able to complete it either by post or online. The achieved sample size in the survey was 808 responses.
Three-fifths of tenants were satisfied with the overall services provided by West Lancashire Borough Council. In the previous survey (2024), 62% of tenants were satisfied. Whilst the figures are different, the difference is not sufficiently large for us to assume that it is a real difference rather than one which has arisen due to chance.
There are differences in the levels of overall satisfaction between tenants living in different property types as follows:
- Category One (77%)
- Category Two (78%)
- General Needs (56%).
There are also significant differences in overall satisfaction by some subgroups of tenants, with respondents aged 16 to 44, respondents in households with children, those who had been a WLBC tenant for between 10 and 20 years, those who lived in houses and those who lived in properties with 2 or more bedrooms less likely to be satisfied with the service provided by WLBC.
The metrics with the highest levels of satisfaction were:
- home is safe (65%)
- WLBC treats tenant fairly and with respect (64%)
- home is well maintained (61%)
The metrics with the lowest levels of satisfaction were:
- Satisfaction with handling complains (33%)
- WLBC’s approach to handling anti-social behaviour (44%)
- WLBC makes a makes a positive contribution to neighbourhoods (44%).
Analysis of ‘key drivers’ was used to explore the relationship between overall satisfaction and the other TSMs. This showed that satisfaction with the overall repairs service (TP02), satisfaction that the home is well maintained (TP04), agreement that the landlord treats tenants fairly and with respect (TP08) and satisfaction with the landlord’s approach to handling complaints (TP09) are key contributors in explaining overall satisfaction. If improvements are made to the scores for these TSM’s, then (assuming other aspects remain the same) there should be an increase in overall satisfaction scores.
