Tenant Satisfaction Survey

                           Every 2 years all housing providers must send out a tenant satisfaction survey to a random selection of their tenants.  Tamworth Borough Council sent its most recent survey out during August to September 2008 to 1500 tenants. 700 tenants completed the questionnaire. Thank you to everybody who completed the survey, the results are extremely important to us, to help ensure that we deliver a service that meets your needs. The survey collects information about various aspects of the housing service, including:

  • Satisfaction with the Housing Services
  • Contact with Tamworth Borough Council
  • Repairs
  • Opportunities to get involved
The headline statistics from this survey are:
  • There has been a small decrease in satisfaction of tenants with the overall service provided by Tamworth Borough Council from 66% in 2006 to 65% in 2008.
  • Satisfaction with the repairs and maintenance service has declined in the last 2 years from 60% in 2008 to 56% in 2008
  • Satisfaction with the final outcome when contacting the housing service has increased over the last two years from 54% in 2006 to 56% in 2008.
  • Satisfaction with the ability of staff to deal with your problem has also increased from 66%  in 2006 to 68% in 2008
  • The top three most important housing services to you are:
  1. Repairs and maintenance
  2. The overall quality of your home
  3. Dealing with anti-social behaviour
  • Tenants rated the following as the biggest neighbourhood problems:
  1. Rubbish or litter
  2. Car parking
  3. Disruptive children / teenagers
  • Satisfaction with keeping tenants informed has decreased over the last two years from 80% in 2006 to 65% in 2008
  • Almost half of tenants (45%) are satisfied that their views are being taken into account . However 1 in 4 people were neither satisfied nor dissatisfied or gave no opinion in response to this question.
What next......

To help us act on the findings of the survey, tenants and staff were invited to a workshop on 29th April 2009  to consider the findings and determine priority areas for further action.

10 Tenants and 8 Housing Officers attended the workshop.

The group identified various actions that can be undertaken to improve satisfaction and work is already underway to begin addressing some of these priority areas:-

Priority area
Actions

Repairs and maintenance 

An appointments system was introduced in December 2008 so that you know when operatives will be calling

All Morrison repair operatives attended customer service training

 

Communication and information

  More up to date information on the Council’s website about the housing service

Improved range of information leaflets about the housing service

More regular customer satisfaction surveys will be undertaken to help explore  and address areas important issues

Dealing with anti-social behaviour

  Positive communication campaigns – to demonstrate the outcome of how the housing service have dealt with real life anti-social behaviour scenarios/case studies

 Young people and families

  More targeted communications aimed at children and younger tenants

The development of new projects and activities aimed at children and young tenants to ensure that they have a say about the delivery of the housing services

If you would like further information about this survey or would like a full copy of the report then please contact Emma Collett, Tenant Participation Officer, on 01827 709448.