We are listening
As part of a commitment set out by the Regulator of Social Housing, the Borough Council is now conducting annual tenant satisfaction surveys.
The surveys not only ensure that all social housing landlords set out clear information about their performance, but they also help tenants hold their landlords to account.
The information collected from the surveys is used by the Regulator in their role of assessing how well social housing landlords in England are doing at providing good quality homes and services.
Tenant Satisfaction Survey Results - 2023/2024
The Council conducted its first tenant satisfaction survey in 2023, where a total of 1507 responses were received, equating to a 27% response rate. Following careful analysis, the findings are now ready to be presented.
The results show that the Council is performing well in areas such as overall service, repairs and maintenance and its approach to complaints handling.
In areas that were identified as needing improvement, the Council will be implementing several proactive approaches to help improve satisfaction. These measures include:
- Using a tenant engagement van to improve direct tenant engagement
- Ensuring that tenant profiling information is regularly updated to improve tenant understanding and responsiveness
- Development of a new Tenant Engagement Strategy
- Improving tenant relationships to ensure new policies or strategies are reflective of tenant needs
- Working towards a Tenant Participation Service (TPAS) accreditation to demonstrate the use of best practice in relation to engaging our tenants. TPAS is the acknowledged national umbrella organisation for tenant participation in the country
- Undertaking more focus groups and tenant panels to ensure prominent tenant issues are identified and rectified promptly
- Enhancing the complaints handling process by updating the Council’s complaints system, implementing a new Complaints Policy and providing staff training
- Implementing neighbourhood walkabouts with tenants, members and Police
- Pursuing an anti-social behaviour accreditation, to ensure best practice when dealing with ASB related issue