Feedback from Tenant Satisfaction Survey
You said
Based on what you’ve told us in the recent satsfaction survey, we will focus on:
- Improving how we handle complaints
- Making it easier to contact us
- Keeping you better informed about repairs and services
- Listening more and acting on your feedback
- Maintaining strong repairs and maintenance services
We will therefore:
1. Introduce a Tenant Charter (communication standards)
As a result you should:
- Have a clear understanding of what service you should expect and by when
- Have a more consistent communication across all teams
- Have greater confidence that commitments will be met
- Have improved trust through transparency and accountability
- Be able to challenge service where standards are not met
2. Train staff on complaint handling, empathy and resolution
As a result you should:
- Feel listened to, understood, and taken seriously
- Have faster and more effective resolution of complaints
- Haveto make fewer repeat complaints or need to chase responses
- Have more respectful and supportive interactions with staff
- Have increased confidence in the complaints process
3. Improve online and digital contact options
As a result you should:
- Have easier and quicker ways to report issues or request services
- Have reduced need to wait on the phone
- Have the ability to track progress of repairs or enquiries online
- Have more convenient access to services at any time
- Have faster responses through improved systems
4. Carry out tenant focus groups on maintenance dissatisfaction
A a resut you should
- Greater opportunity to have their voice heard in shaping services
- Services that better reflect real tenant needs and priorities
- Identification and resolution of root causes (not just symptoms)
- More effective and reliable repairs and maintenance service over time
- Increased sense of involvement and influence
5. Communicate results and actions taken from tenant feedback
As a result you should:
- Have clear evidence that feedback leads to real change
- Have increased trust and transparency from the Council
- Have a better awareness of improvements and service updates
- Have stronger engagement and willingness to give feedback in future
- Feel valued and respected as part of the decision-making process