Midlothian Tenant Satisfaction Survey results reveal overall satisfaction

The Midlothian Tenant Satisfaction Survey 2022 has revealed that over 80% of tenants who participated in the survey have overall satisfaction with the housing service.

Representative sample

In total 750 interviews were conducted, which is approximately a 10% sample of Midlothian Council tenants, was carried out by the Knowledge Partnership, an independent market research  company.  The sample was drawn to be representative of the number of council properties in each area whilst also ensuring that the views of tenants in some of the smaller settlements were also represented. 

Social Housing Charter

All Registered Social Landlords in Scotland need to ask tenants some specific questions the results of which are reported on an annual basis as part of the Annual Return on the Social Housing Charter. This enables comparison between Registered Social Landlords on a range of indicators of performance. 

Survey planning

To ensure fairness, Midlothian Tenants Panel and tenants groups were consulted for their views about the questions being asked in the survey prior to the final questions being agreed.

Welcoming tenant views

Councillor Stuart McKenzie cabinet member with responsibilities for Housing said:

“I’m pleased the overall results show that the majority of our surveyed tenants are satisfied with the work we’re doing. We can always do more so we will be looking closely at the results to look for areas of improvement.  We want to get the right repair done right first time at the right time every time. The Tenant Participation Survey is a great way for our tenants to tell us what they think of our service and how it can be improved”

Key findings of the survey 

Overall, the report found high satisfaction levels among council tenants.

  • 82% of respondents have overall satisfaction with the housing service. The Scottish council social housing average is currently 80%.
  • 78% are happy with tenant participation
  • 84% of respondents are happy with the quality of housing
  • 72% of respondents are happy with the repairs service
  • 81% of respondents feel that the housing service provides value for money
  • 86% are happy with neighbourhood management
  • 80% are happy that they are kept informed

Full survey results

Focus groups

Of the tenants who participated in the survey 70 have indicated that they would like to take part in follow up focus groups. These will focus on how tenants can work with the council to assist in the improvement of areas of the repair services, to improve overall customer satisfaction levels and also how to ensure tenants feel more informed about their services. Following completion of the focus groups feedback will be compiled and shared with the council to help inform future service delivery.


Public events to discuss the survey results are also being planned and these will be publicised in due course. 

Tell us what you think

The council always welcomes feedback and suggestions from tenants about our housing service. Comments can be made to our Tenant Participation officer Hazel Thomson at hazel.thomson@midlothian.gov.uk

14 Dec 2022