Tenant satisfaction survey results

1,337 tenants completed the survey.

The full results are below:

How satisfied or dissatisfied are you with the service provided by the council as your landlord?

• Very satisfied - 29%
• Fairly satisfied - 44%
• Neither satisfied nor dissatisfied - 14%
• Fairly dissatisfied - 9%
• Very dissatisfied - 5%

How satisfied or dissatisfied are you with the overall quality of your home?

• Very satisfied - 27%
• Fairly satisfied - 46%
• Neither satisfied nor dissatisfied - 15%
• Fairly dissatisfied - 8%
• Very dissatisfied - 4%

Generally, how satisfied or dissatisfied are you with the way the housing service deals with repairs and maintenance?

• Very satisfied - 27%
• Fairly satisfied - 38%
• Neither satisfied nor dissatisfied - 15%
• Fairly dissatisfied - 13%
• Very dissatisfied - 7%

How satisfied or dissatisfied are you with your neighbourhood as a place to live?

• Very satisfied - 32%
• Fairly satisfied - 42%
• Neither satisfied nor dissatisfied - 15%
• Fairly dissatisfied - 7%
• Very dissatisfied - 4%

How satisfied or dissatisfied are you that your rent provides value for money?

• Very satisfied - 27%
• Fairly satisfied - 46%
• Neither satisfied nor dissatisfied - 18%
• Fairly dissatisfied - 6%
• Very dissatisfied - 3%

How satisfied or dissatisfied are you that your service charges provide value for money?

• Very satisfied - 27%
• Fairly satisfied - 44%
• Neither satisfied nor dissatisfied - 21%
• Fairly dissatisfied - 5%
• Very dissatisfied - 3%

How satisfied or dissatisfied are you that the housing service listens to your views and acts upon them?

• Very satisfied - 14%
• Fairly satisfied - 38%
• Neither satisfied nor dissatisfied - 36%
• Fairly dissatisfied - 8%
• Very dissatisfied - 5%

Thinking about your home specifically, how satisfied or dissatisfied are you that the housing service provides a home that is safe and secure?

• Very satisfied - 31%
• Fairly satisfied - 45%
• Neither satisfied nor dissatisfied - 13%
• Fairly dissatisfied - 7%
• Very dissatisfied - 4%

How satisfied or dissatisfied are you with the way the housing service deals with anti-social behaviour?

• Very satisfied - 17%
• Fairly satisfied - 41%
• Neither satisfied nor dissatisfied - 27%
• Fairly dissatisfied - 9%
• Very dissatisfied - 6%

How satisfied or dissatisfied are you with opportunities given to you to participate in the housing service's decision-making processes?

• Very satisfied - 12%
• Fairly satisfied - 41%
• Neither satisfied nor dissatisfied - 42%
• Fairly dissatisfied - 4%
• Very dissatisfied - 2%

How satisfied or dissatisfied are you that the housing service gives you a say in how services are managed?

• Very satisfied - 12%
• Fairly satisfied - 38%
• Neither satisfied nor dissatisfied - 43%
• Fairly dissatisfied - 4%
• Very dissatisfied - 3%

To what extent do you agree with the following statement - "I trust my landlord".

• Very satisfied - 28%
• Fairly satisfied - 49%
• Neither satisfied nor dissatisfied - 16%
• Fairly dissatisfied - 5%
• Very dissatisfied - 3%

We take your feedback seriously and have identified 3 areas that we need to improve on:

1. Repairs and maintenance
   We are working to improve the repairs service. Reasons for dissatisfaction included repairs taking too long, missed calls, repairs not completed etc - the time taken to complete repairs is being worked on and monitored appointments have been introduced along with repair satisfaction surveys for day-to-day repairs.
    
2. Anti-social behaviour (ASB)
   Satisfaction with how we deal with ASB satisfaction has increased since the last survey in 2021. Our Community Liaison Team has recently been developed to better reflect the positive relationships we have with tenants.
    
3. Opportunities to participate in decision making, listening to views and acting upon them and having your say in how services are managed
   The results related to participation are lower rated - opportunities to have your say in how services are managed, listening to your views and opportunities to participate in our decision-making processes - we are pleased that 2 have improved in satisfaction since 2021.
   We have refreshed the Participation and Engagement Strategy to better reflect how you as tenants now want to engage with us. We've introduced more informal pop-up events on topics that are of concern, including many with a variety of services to offer, for example recycling, community safety, estate caretakers etc. A new Facebook page just for participation has also been introduced.

All social landlords in Wales are required to complete tenant satisfaction surveys every 2 years and the Welsh Government publishes the results on their website - you can see the results and comparison here: https://www.gov.wales/social-landlords-tenant-satisfaction-survey-2024-html

Thanks to everyone who completed the survey and taking the time to return it to us; your opinions are very important to us. 

The next satisfaction survey will be undertaken in 2025.

Lastly, congratulations to the 3 lucky tenants who won the prize draw.