Attitudes to landlord services

Housing Services research: customer attitudes and tenant involvement

This section contains key reports including:

  • the Continuous Tenant Omnibus Survey, which monitors the level of customer satisfaction with our services and identifies areas where we need to improve the quality of our services and;
  • the Public Attitudes Survey, which monitors opinion of the Housing Executive, its services and wider housing issues across all tenures.

Continuous Tenant Omnibus Survey (CTOS)

You can download the CTOS Summary Report 2017 (published 2018) and  the CTOS 2017 Main Report (published 2019) here. You can also download older CTOS reports from the 'archived' list below.

Download archived reports

Here you can download older versions of the Continous Tenant Omnibus Annual report. Click the links to download the report you would like to read.

Public Attitudes Surveys

Since 1984, the Housing Executive has conducted periodic surveys of public attitudes to monitor public opinion in Northern Ireland of its services and other housing-related issues.

The survey plays a unique and vital role in monitoring the opinions of owner-occupiers, Housing Executive tenants and people living in privately rented and other accommodation.

The 2012 Public Attitudes Survey was the twelfth in the series. The 2018 report is due to be published soon.

Tenant Involvement in Governance: Models and Practices

The Housing Executive commissioned the University of Birmingham to review approaches to tenant involvement in the governance of social housing organisations in Northern Ireland and explore the relevance of international models and practices for the region.  

The research involved interviews, an evidence review, case studies, and a number of consultation workshops, and this comprehensive final report details the findings of each stage of the project.

Download report (PDF 1481 KB)

The Business Benefits of the Housing Executive’s Community Involvement Activities (February 2017)

The Housing Executive commissioned the University of Westminster to carry out research on the business benefits to the organisation of community involvement activity, with particular reference to issues such as tenant satisfaction levels, expenditure, service delivery and value for money.

The findings of this mixed qualitative and quantitative study showed that investment in community involvement had benefitted the Housing Executive by helping the organisation to identify needs, improve services, reduce costs and develop communities.

Download study (PDF 1661KB)

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