Tenant satisfaction action plan
More than 700 of you took the time to respond to our tenant satisfaction survey this summer.
Thank you for telling us what you think of the housing service.
Working with the Strategic Tenant Advisory Panel, we have looked at the survey results and created an action plan to improve the service we provide.
The action plan focuses on specific areas where some of you felt we need to improve, including:
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What you told us |
Our response |
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Some repairs take too long to be dealt with.
Satisfaction with time taken to complete most recent repair: 63%
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This newsletter includes our target response times for different types of repair on the back page. You can also find out which repairs are the responsibility of tenants and which are the council’s responsibility on our Repair responsibilities section.
The Tenant Scrutiny Panel will be undertaking reviews of our repairs services over the coming months.
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Communication around improvements to your homes needs to be better.
Satisfaction that we keep tenants informed about things that matter to them: 61%
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This newsletter includes information on our approach to planned works (e.g. kitchens, bathrooms, windows, doors etc). Our teams are committed to improving communication and this is also an important area for our contractors as well.
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Some tenants felt that complaints about repairs and anti-social behaviour aren’t always dealt with.
Satisfaction with our approach to handling complaints: 27%
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Reports of repairs and those of anti-social behaviour are not treated as complaints. This newsletter includes information on what is dealt with as a complaint and what isn’t classed as a complaint. View our Complaints section to find Information on how to make a formal complaint.
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Some feel that we do not learn from the complaints we receive.
Satisfaction that we listen to tenant views and act upon them: 54%
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We are introducing a system to capture lessons learned from complaints, and we will tell you about how we have used feedback from complaints to improve our services in future tenant bulletins and newsletters.
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Communal cleaning in some blocks could be better.
Satisfaction that we keep communal areas clean and well maintained: 64%
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Our new cleaning contract with Cleanscapes started in October 2024. This newsletter includes details of the cleaning they carry out, and how often, and a link where you can check the cleaning schedule for your area. Visit our Communal cleaning section .
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There are problems with roads, potholes, and bin collections in some areas.
Satisfaction that we make a positive contribution to neighbourhoods: 53%
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These services are not delivered by the Housing team. We recognise that it can be confusing to work out which council or department does what, so this newsletter includes information on who does what.
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Anti-social behaviour sometimes takes too long to be dealt with.
Satisfaction with our approach to handling anti-social behaviour: 48%
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This newsletter includes information on our approach to anti-social behaviour, including what is and isn’t classed as anti-social behaviour and how to report it. Find out more on our Anti social behaviour and domestic abuse for council tenants page.
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