Tenant satisfaction levels on the up

Survey shows increase in tenant participation


More tenants than ever, 91%, are telling us they're satisfied with the housing services we're delivering - an increase of 6% from 2016, and with the quality of the homes they live in - 92% up 13% from 2016.

Latest figures from our tenant satisfaction survey show positive results in all areas, including, satisfaction with being kept informed; satisfaction with opportunities for participation; satisfaction with repairs and our management of local neighbourhoods. We used the key indicators required by the Scottish Housing Regulator for the council's annual return.

Key findings include:

· Keeping our tenants informed saw a 9% increase in satisfaction, taking the rate to 93%.

· Opportunities to participate rose by a quarter (24%), taking the satisfaction level to 93%.

· 94% of tenants surveyed were satisfied with the council's landlord management of their local community (a rise of 6%), and

· Rent satisfaction levels remained at 86%.

Our survey took the form of face-to-face interviews, with a representative sample of 400 tenants, from a variety of housing stock, giving their views. It was carried out by trained researchers from Research Resource, a research agency with over 20 years' experience.

Councillor Heather McVey, Convener of Communities and Housing said: "It's so important that we hear directly from the people using our services and this year we surveyed 400 tenants. By carrying out face to face interviews we maximised response rates while ensuring we saw an accurate reflection of satisfaction levels. We were also able to include a range of people, for example older people who may not be confident in filling out survey forms and people with literacy problems.

"It's pleasing to see tenant satisfaction levels rise, particularly in the category of providing opportunities for tenants to get involved and help shape housing services. A 25% increase in satisfaction in this area is in many ways due to the introduction of our tenant participation team which is proactively looking at fresh ways to involve our tenants. Examples of these include conversation cafes and tenant walkabouts.

"We will never be complacent and continually work with our tenants and residents to improve housing services across local communities."

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