South Holland District Council's 2023/24 tenant satisfaction survey results
Posted on 16 May 2024
South Holland District Council has presented the results of its first Tenant Satisfaction Measure (TSM) survey.
The survey, mandated by the Regulator of Social Housing, aimed to gather feedback from tenants regarding their homes and the services provided by the Council as a social landlord, with a focus on understanding residents views on the service they experience as tenants of South Holland District Council.
The survey revealed that 73% of tenants surveyed expressed satisfaction with the services provided by the Council overall, showcasing a positive sentiment among the majority of respondents. However, it's crucial to note that there is room for improvement, with 10% of tenants expressing dissatisfaction.
Analysis of the survey data, which included a diverse range of tenants across the district and various property types, revealed variations in satisfaction levels among different demographic groups. This valuable insight provides the Council with an opportunity to develop customer focussed strategies that cater to the specific needs and preferences of our tenants.
Factors such as fairness, respect, responsive repairs, and effective communication emerged as key drivers of overall tenant satisfaction. With 86% of respondents feeling safe in their homes, and 71% satisfied that the Council provides well-maintained homes, showing the Council meets many tenants' needs. However, while 70% are content with the repairs service received over the last year, 27% are somewhat dissatisfied with the time taken to complete repairs.
The survey emphasised the importance of effective communication and engagement between the Council and its tenants. While the majority of tenants expressed satisfaction with how they are treated and kept informed, there is an opportunity to further enhance these aspects to ensure that tenants feel valued and involved.
84% of tenants feel the Council treat tenants fairly and with respect, although tenant perceptions of the Council's management of anti-social behaviour cases and handling of complaints were mixed. While a significant proportion of tenants reported satisfaction, there is an opportunity for the Council to further strengthen efforts in these areas to create safer and more harmonious communities.
Recognising the importance of addressing concerns regarding complaint handling, the Council is taking proactive steps to streamline complaint handling processes and enhance responsiveness to tenant feedback.
The Council remains committed to fostering a culture of continuous improvement. By leveraging the insights gained from the survey, the organisation is poised to implement targeted strategies to address areas of concern and enhance the overall tenant experience as part of its Housing Transformation Programme.
Cllr Tracey Carter, Portfolio Holder for Communities and Operational Housing, said: "We are grateful to our tenants for their valuable feedback, which serves as a catalyst for positive change. Moving forward, we are dedicated to building on our strengths, addressing areas for improvement, and ensuring that our tenants feel valued, heard and supported."
The Council will hold a 'Meet the Ombudsman event' at the South Holland Centre on Monday 17 June from 1pm to 2pm. All South Holland tenants are invited to meet the Housing Ombudsman, Richard Blakeway to hear about the work they do and the services they provide to social housing tenants.
To sign up and find out more about the event please visit www.sholland.gov.uk/housing-ombudsman
The Council will also be holding focus groups with tenants during the next few months to discuss topics such as repairs, anti-social behaviour and how it can involve tenants in shaping the service. For further information, please visit www.sholland.gov.uk/myhome