Tenant satisfaction levels are on the rise with responses from our survey showing more tenants are satisfied in key areas, including, their tenancies representing value for money, being kept informed of housing services and decisions and having participation opportunities.
The level of tenants satisfied with the overall service increased to 86.6%, a rise of 5.4%, which is above the Scottish average of 83.2%. Top indicators include:
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Keeping our tenants informed of our services and decisions. We recorded a satisfaction response level of 95.8%, an increase on our last survey result and well above the Scottish average of 81.1%.
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96.8% of tenants are satisfied with opportunities presented to participate in their landlord’s decision making process - 20% above the Scottish average.
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An increase in the number of tenants who think their rent for their property represents good value for money to 89.3% - up by 11.3%. This is well above the Scottish average of 81.9%.
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87.31% of tenants are satisfied with the quality of their homes, above the Scottish average of 81.8%.
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A new indicator, introduced by the regulator in 2021, asked tenants if they were satisfied with the landlord’s contribution to managing their neighbourhood. This level has gone up from 88.4% in 2021 to 91.3% in this year’s survey. Above the Scottish average of 82.5%.
Housing Convener, Councillor Michael McPake, said: “The information we gather is vital in helping us improve and shape future services to better meet the needs of our tenants. Encouraging more tenants to get involved in participation opportunities is key to this process. We want to hear directly from tenants using our services to ensure we continue to meet their needs.”
Our survey is carried out independently every two years and this year’s returned to face to face following the pandemic. Over 400 tenants were selected at random from each council locality, occupying all types of housing stock to ensure a broad range of responses.
“It’s pleasing to see we’re building on the positive feedback recorded from previous surveys and we’ll continue to do this,” added Stephen Llewellyn, Chief Officer Housing Management. “We also aim to progress areas our tenants tell us aren’t performing as well. For example, our repairs service has had difficulty with staffing ratios and obtaining materials. We’ll strive to make improvements particularly in the areas that tenants tell us are important to them, including day-to-day repairs, planned improvements and managing common areas.
“All of the issues raised in the tenants’ survey will be progressed by service improvement groups who will drive forward and implement improvements based on feedback.”