We conduct a tenant satisfaction survey every two years, using an independent Market Research company. The results of this survey feed into our Annual Return on the Charter for the following two reporting years. Our last tenant survey took place in 2021 when restrictions were still in place due to the pandemic. The survey was carried out over the telephone rather than using our preferred method of a face-to-face questionnaire. Despite the change in survey format, and the wider impact of the pandemic, the response from our tenants has continued to be very positive, especially in areas such as being kept informed and opportunities for participation.

A new tenant survey was commissioned and carried out in the summer of 2023 using a face-to-face questionnaire. The results of this new survey will be used for our 2023/24 and 2024/25 Annual Return on the Charter.

Indicators

The percentage of tenants satisfied with the overall service decreased from 91% to 81% in our latest survey. This was expected as a variety of our housing services were suspended due to the impact of the pandemic and the restrictions that were placed upon us. These factors were outwith our control however resulted in a 10% drop in satisfaction levels. We envisage this satisfaction levels will improve with the results of the new survey in 2023. In relation to the other two indicators, keeping informed and opportunities to participate, we have improved in both these areas and excelled in comparison with the local authority average.

In relation to complaints, our performance falls within the required SPSO target of five working days for stage 1 complaints and 20 for stage 2 complaints. The percentage of complaints responded to in full has also improved in comparison with the previous year.  Complaints give us valuable information that we use to improve customer satisfaction and your feedback helps us put things right and helps us learn from mistakes. As a result, we have seen the number of complaints made by our tenants and other customers reducing year on year.  

A new comments, compliments and complaints recording system was introduced in April 2021 and continues to provide an opportunity for service users to directly report and record complaints online, making it quicker and easier to deal with complaints.

Tenant Participation Team update  

Our Tenant Participation Team continues to offer advice and guidance to new and existing groups, as well as individuals interested in getting involved. The support they provided includes; dealing with enquiries for anyone thinking about setting up a tenants and residents association, helping establish group meetings, planning AGMs and providing training for tenant’s associations.

During 2022 a full review of Tenants & Residents Associations was carried out. This allowed us to begin 2023 with an accurate list of active groups and arrange the correct level of support required. Sadly we lost some groups at the review, however, there has been a notable increase in interest from groups & individuals, with new groups established across the authority.

Following on from last year, when the team trained to become ‘Digital Champions and secured funding to purchase devices and data plans, the team continued to help tenants and residents who were digitally excluded get online.  They have been specifically working to support residents in our older person housing, and have been carrying out in-person digital drop-in sessions for the wider community

Last year we saw a welcome return to our Annual Tenants Conference, which was held on 26 November 2022 at Airdrie Academy. The theme was ‘Connecting Communities’ which, after a three-year spell where the conference couldn’t take place in person, focused on restoring links with tenants and local communities. Some of the topics discussed included the cost of living crisis, home energy and our supply of new council homes. 

2022 also saw the return of the NL in Bloom award ceremony, with a 25% increase in applications from previous years. Winners from all over North Lanarkshire, along with friends and family, attended a celebration event where their efforts were recognised.

This year’s conference will take place on the 4 of November at Newmains and St Brigid’s Community Hub - book your place.

Find out more about our Tenant Participation Team.