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Attitudes to landlord services

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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.

Understanding Tenancy Terminations and Issues for Sustainment

In 2021, Perceptive Insight Market Research was commissioned to carry out research, with the aim of gaining a deeper understanding of the reasons for breakdown of Housing Executive tenancies.  

The purpose of the study was to provide data that would assist the Housing Executive in meeting the aims of its Customer Support and Tenancy Sustainment Strategy, and there was a particular focus on those tenancies terminated within their first year, as well as on the experiences of tenants who held at least two tenancies within the four years prior to the most recent termination.

The research incorporated quantitative and qualitative elements, including a literature review; a telephone survey of 650 former Housing Executive tenants who had terminated their tenancy, as well as a further 50 depth interviews; and a focus group discussion with 10 Housing Executive staff members.

The analysis indicated that external social influences were among the main reasons why tenants experienced difficulties sustaining their tenancies long term, and that most continued their housing journeys in the social housing sector.

Understanding Tenancy Terminations and Issues for Sustainment (PDF 3.1 MB)


Understanding Tenant Participation and Involvement

The Northern Ireland Housing Executive commissioned Perceptive Insight to undertake research to explore Housing Executive tenant engagement/participation. 

The study consisted of three elements; a telephone survey of 650 tenants, secondary analysis of data collected from a survey of 211 members of the Housing Community Network (HCN), and two focus group discussions with 18 members of the HCN.  Barriers to engagement as well as incentives to encourage future participation were identified. 

These findings have been incorporated into the development of our new Community Involvement Strategy, which outlines our future plans to support and encourage greater levels of tenant participation and overcome barriers to engagement.

Download the research document

Continuous Tenant Omnibus Survey (CTOS)

The 2023 CTOS Introduction, Aims and Methodology, Summary of Key Findings, and Appendix Tables are now available to download below.

Download the files.

The 2022 CTOS Introduction, Aims and Methodology, Summary of Key Findings, and Appendix Tables documents can be downloaded below.

Download the files.

You can also download the CTOS Summary and Main Reports for 2021, 2020, 2019 and 2018 below.

Older CTOS reports can be downloaded from the ‘archive’ list below.

Download Continuous Tenant Omnibus Survey (CTOS) 2021

Download Continuous Tenant Omnibus Survey (CTOS) 2020

Download Continuous Tenant Omnibus Survey (CTOS) 2019

Download Continuous Tenant Omnibus Survey (CTOS) 2018

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.

Download Public Attitudes Survey

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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