Your Voice Matters: What You Told Us in This Year’s Tenant Survey
In summary:
What’s improved
This year, overall satisfaction has increased slightly to 69.7%, which is good progress and in line with other councils across the country.
Many tenants told us they are happy with:
- Being treated fairly and with respect
- Feeling safe in their homes
- The way repairs are carried out when they are done quickly and properly
It’s also encouraging that satisfaction with repairs and complaints has improved compared to last year.
What needs to get better
We know there is still more to do. Some of the main concerns you raised include:
- Delays in getting repairs completed
- Jobs not being finished properly the first time
- Not being kept updated about what’s happening
- Feeling that complaints are not always handled well
- Not always feeling listened to
We understand how frustrating this can be, especially when issues go on for a long time.
Contacting us
Many of you told us it can be difficult to get in touch. Common issues included:
- Long waiting times on the phone
- Not getting a call back when promised
- Confusing contact options
- Problems with online services
We recognise this needs to improve so you can reach us more easily and get help quicker.
What matters most to you
Your feedback shows that the things that make the biggest difference are:
- Keeping your home in good condition
- Making sure your home is safe
- Listening to your views and acting on them
What we’re going to focus on
Based on what you’ve told us, 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
What happens next
This survey is just the starting point. What matters most is what we do next. We are committed to using your feedback to make real improvements and as a result of your feedback we continue to share updates on the changes we make. You can view some of the changes we have or are going to make as a result of your feedback on our website: You said, we did
Thank you again for taking the time to share your views.