Tenant Satisfaction Survey 2022 - Report

Tenant Satisfaction Survey 2022 - Report

On this page you will find information on:

Executive Summary

Introduction

  • East Dunbartonshire Council commissioned Research Resource to carry out a tenant satisfaction survey on their behalf.
  • A total of 511 interviews were carried out with East Dunbartonshire Council tenants in order to assess satisfaction with the Council’s Housing Service and the services it provides. Interviews took place between the 10th of March and the 7th of April 2022.  511 interviews provide data accurate to +4%.
  • Analysis of the participant profile shows that the survey sample is representative by geography, property type and size. This provides robust and representative data upon which the Council can be confident about making decisions.
  • This executive summary highlights the key findings from this programme of research.

Scottish Housing Regulator Indicators

The following table shows the results for the Scottish Housing Regulator indicators for East Dunbartonshire Council, compared to the Council’s previous tenant satisfaction surveys undertaken in 2017, 2018, 2019 and 2020.  Since the 2021 survey was conducted:

  • Overall satisfaction with the services provided by East Dunbartonshire Council has not changed significantly with 79% of tenants being satisfied in 2021 compared to 76% in 2022.
  • The proportion of tenants who were of the opinion the Council were good at keeping them informed has decreased, from 89% in 2021 to 83% in 2022,
  • Satisfaction with opportunities to participate has decreased from 93% in 2021 to 79% in 2022,
  • Satisfaction with the quality of the home has not changed significantly since 2021 (82%) compared to 2022 (79%),
  • Satisfaction with the repairs service received in the last 12 months has decreased from 72% in 2021 to 62% in 2022.
  • Satisfaction with East Dunbartonshire Council’s contribution to the management of the neighbourhood has not changed significantly with 82% being satisfied in 2021 compared to 79% in 2022,
  • The proportion of tenants who were of the opinion the rent for their property represents good value for money has not changed significantly with 81% saying it was good value in 2021 compared to 79% in 2022.

 

Scottish Housing Regulator indicators

 

2017

2018

2019

2020

2021

2022

1 - Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by East Dunbartonshire Council’s Housing Service? (% very/ fairly satisfied)

82%

82%

81%

82%

79%

76%

2 - How good or poor do you feel East Dunbartonshire Council’s Housing Service is at keeping you informed about their services and decisions? (%very good/ fairly good)

82%

92%

84%

87%

89%

83%

5 - How satisfied or dissatisfied are you with the opportunities given to you to participate in East Dunbartonshire Council’s Housing Service’s decision making process?  (% very/ fairly satisfied)

81%

96%

87%

87%

93%

79%

7 - Overall, how satisfied or dissatisfied are you with the quality of your home? (% very/ fairly satisfied)

80%

80%

88%

86%

82%

79%

12 - Thinking about the LAST time you had repairs carried out, how satisfied or dissatisfied were you with the repairs and maintenance service provided by East Dunbartonshire Council’s Housing Service?  (% very/ fairly satisfied)- Those who have reported a repair in the last 12 months

75%

81%

80%

72%

72%

62%

13 - Overall, how satisfied or dissatisfied are you with East Dunbartonshire Council’s Housing Service’s contribution to the management of the neighbourhood you live in?

84%

86%

82%

78%

82%

79%

25 - Taking into account the accommodation and services East Dunbartonshire Council’s Housing Service provides, to what extent do you think that the rent for this property represents good or poor value for money? Is it… (% very good value/ fairly good value)

81%

85%

82%

82%

81%

79%

The table below compares East Dunbartonshire Council’s 2022 survey results with the ARC 2020/2021 Local Authority average. This shows that East Dunbartonshire Council are performing below or in line with the LA average across these indicators. The most significant differences were with regards to satisfaction with the repairs service (18% points below average) and satisfaction with the overall service (13% points below average).

table showing the scottish housing regulator indicators

Key Findings

The following points summarise the key findings to emerge from East Dunbartonshire Council’s Tenant Satisfaction Survey 2022:

  • Just over 3 in 4 tenants (76%) were very or fairly satisfied with the overall service provided by East Dunbartonshire Council Housing Service as their landlord.
  • Tenants were most likely to use letters (69%) and newsletters (50%) to obtain information.
  • Just over 8 in 10 tenants (83%) were of the opinion that the Council’s Housing Service was very or fairly good at keeping them informed about their services and decisions.
  • 61% of tenants were aware of at least one activity in which they could become involved in their landlord’s decision-making processes. Awareness was highest in terms of:
  • Customer satisfaction questionnaires (33%)
  • Open Days and Exhibitions (26%)
  • Customer comment cards at local offices (26%)
  • Going along to the Tenants Participation Working Group (25%)
  • Just under 1 in 4 tenants (23%) stated they would be interested in participating in at least one activity. Tenants were most likely to be interested in:
  • Answering customer satisfaction questionnaires (12%)
  • Participating in estate walkabouts (6%)
  • Going along to Tenant Participation Working Groups (6%); and
  • Completing online questionnaires (6%). 
  • Just under 8 in 10 respondents (79%) were very or fairly satisfied with the opportunities given to them to participate in the Council’s Housing Services decision-making processes.
  • 68% of tenants were very or fairly satisfied with how Housing Services listens to their views and acts upon them in the monitoring and development of services.
  • The vast majority of tenants were aware of their own responsibilities as a tenant in relation to the maintenance of their home (93%) and aware of the Council’s responsibilities in relation to the maintenance of their home (92%).
  • Overall, 65% of all respondents were very or fairly satisfied with the repairs service provided by the Council’s Housing Services.
  • Just under half of respondents (48%) stated they have had a repair carried out in their property within the last 12 months. Of these tenants, 62% were very or fairly satisfied with the repairs service provided by the Council’s Housing Services.
  • Respondents who had a repair carried out in the last 12 months were asked how satisfied or dissatisfied they were with various aspects of the repair service they received. Satisfaction was high, ranging from 84% with regards to the length of time taken to undertake repairs to 95% with regards to the attitude of the tradesman involved.
  • Satisfaction with aspects of the home ranged from 74% with regards to the bathroom to 86% with regards to the heating system.
  • The majority of respondents (79%) were very or fairly satisfied with the quality of their home.
  • 79% of respondents were very or fairly satisfied with the Council’s Housing Services contribution to the management of the neighbourhood they live in.
  • Just over 1 in 10 respondents (14%) had experienced anti-social behaviour on their estate during the last 12 months. Of these respondents, 64% (45 tenants) reported this anti-social behaviour to the Council. Of the tenants who reported anti-social behaviour to the Council during the last 12 months, 37% were very or fairly satisfied with the way in which the Council deal with their report, 7% were neither satisfied nor dissatisfied and 56% were very or fairly dissatisfied.
  • Just under 8 in 10 tenants (79%) were of the opinion that the rent for their property represents very or fairly good value for money.
  • Just under 6 in 10 tenants (57%) who pay full or partial rent said they find their rent payments very or fairly easy to afford.

Introduction, Background and Objectives

Introduction

This report represents and discusses the findings to emerge from East Dunbartonshire Council’s Tenant Satisfaction Survey 2022. Comparisons are made with the findings of the 2017, 2018, 2019, 2020 and 2021 research programmes throughout the report.

Background and Objectives

The aim of the research was to seek tenants’ views on the services that East Dunbartonshire Council Housing Services provides as a landlord, how well it performs these services and to help identify areas where the service can be improved. Specifically, the research was designed to provide customers views on the following:

  • The quality of information provided by East Dunbartonshire Council,
  • Quality of the home and the neighbourhood,
  • The repairs and maintenance service,
  • Tenant involvement/ opportunities for participation,
  • Rent and value for money.

It is against this background that Research Resource were commissioned to carry out East Dunbartonshire Council’s 2022 Tenant Satisfaction Survey. 

Methodology

Research Method

We note that the Ipsos MORI guidance prepared on behalf of the Regulator debates the use of a range of different methodologies for carrying out the survey, including postal, online, telephone and face to face survey methods. However, given the requirement to achieve data accurate to +4% and ensuring a representative sample of tenants, it was decided that the tenant survey would be carried out by telephone. This was also the case in 2018, 2019, 2020 and 2021. The 2017 survey was carried out using a face-to-face survey methodology due to a cleansing exercise of the Council’s database, meaning there was not a sufficient amount of telephone numbers available to allow the survey to be carried out using a telephone methodology. The update of the Council’s database was completed in 2018, therefore allowing the survey to be carried out by telephone in 2018, 2019, 2020, 2021 and 2022.

Questionnaire Design

After consultation with East Dunbartonshire Council’s Housing Service’s representatives, a survey questionnaire was agreed which fully met the information needs and requirements of the organisation and included all issues of importance for tenants.

In developing the questionnaire, the following issues were considered:

  • The information needs listed in the survey brief,
  • The Scottish Social Housing Charter indicators upon which East Dunbartonshire Council is required to report,
  • Research Resource experience in relation to customer satisfaction surveying.

Sample Size

The aim of the survey was to achieve a robust level of data upon which the Council can have confidence making decisions upon and to maximise the response to the survey.

Overall, a total of 511 interviews were achieved with East Dunbartonshire tenants. Tenant interviews were spread across each area of the Council’s stock to ensure coverage of all stock types. This provides data accurate to +4% (based upon a 50% estimate at the 95% level of confidence).

The guidance from the Scottish Housing Regulator states that in all surveys, particularly postal surveys, some groups are more likely than others to respond. This means that certain subgroups will be under-represented, and others will be over-represented in the final achieved sample (i.e. all the people who responded). Weighting ensures that received responses are representative of the whole survey population. The guidance suggests that social landlords will be likely to have suitable information on the population in terms of dwelling type and the number of bedrooms.

The tables below show the sample profile broken down by geography, property type and number of bedrooms compared to the population.  As can be seen below, the interview profile is relatively in line with the overall population profile in terms of geography, property type and size.  We are comfortable that the coverage of the tenant population is sufficiently close that weighting of survey data is not required.  The data reported is therefore unweighted.

Town

No of tenants

% of tenants

No of interviews

% of interviews

Balmore

6

0.16%

1

0.20%

Bearsden

290

7.92%

41

8.02%

Bishopbriggs

577

15.75%

76

14.87%

Campsie Glen

9

0.25%

1

0.20%

Cedar Road

1

0.03%

0

0.00%

Kirkintilloch

1148

31.34%

164

32.09%

Lennoxtown

388

10.59%

55

10.76%

Lenzie

119

3.25%

17

3.33%

Milngavie

573

15.64%

80

15.66%

Milton Of Campsie

174

4.75%

24

4.70%

Torrance

62

1.69%

9

1.76%

Twechar

192

5.24%

26

5.09%

Waterside

124

3.39%

17

3.33%

Grand Total

3663

100%

511

100%

 

Property type

No of tenants

% of tenants

No of interviews

% of interviews

1ET

60

1.64%

13

2.54%

1MT

86

2.35%

12

2.35%

1SD

64

1.75%

18

3.52%

BU

7

0.19%

1

0.20%

DHO

3

0.08%

0

0.00%

ETH

381

10.40%

60

11.74%

FBG

345

9.42%

48

9.39%

FIB

371

10.13%

36

7.05%

HDR

12

0.33%

0

0.00%

MAI

46

1.26%

8

1.57%

MGR

5

0.14%

2

0.39%

MIS

1

0.03%

0

0.00%

MTH

555

15.15%

81

15.85%

MTP

39

1.06%

4

0.78%

ODF

3

0.08%

1

0.20%

SDH

614

16.76%

87

17.03%

TFG

446

12.18%

62

12.13%

TFL

461

12.59%

64

12.52%

TFT

163

4.45%

14

2.74%

UFL

1

0.03%

0

0.00%

Grand Total

3663

100%

511

100%

 

Number of bedrooms

No of tenants

% of tenants

No of interviews

% of interviews

0

19

0.52%

5

0.98%

1

1027

28.07%

144

28.18%

2

1460

39.90%

202

39.53%

3

1003

27.41%

134

26.22%

4

148

4.04%

26

5.09%

5

2

0.05%

0

0.00%

Grand Total

3659

100.00%

511

100.00%

Interviewing and Quality Control

All interviewing was undertaken by Research Resource’s highly trained and experienced telephone interviewers. All interviewers are experienced in undertaking tenant satisfaction surveys for Housing Associations and Local Authorities.  Interviewing took place between the 10th of March and the 7th of April 2022.

Survey Analysis and Reporting

Survey data has been analysed and reported on in a number of ways. Data has been analysed by key variables as agreed by the organisation. Where any particular trends or issues are found for any one key group, this is detailed in the survey report.  Comparison has also been made with the Council’s 2017, 2018, 2019, 2020 and 2021 Tenant Satisfaction Surveys.

Please note that not all percentages sum to 100% due to rounding. 

Overall Satisfaction

Satisfaction with the overall service provided by East Dunbartonshire Council (Q1)

The survey opened by asking tenants how satisfied or dissatisfied they were with the overall service provided by East Dunbartonshire Council Housing Service as their landlord. Just over 3 in 4 tenants (76%) were very or fairly satisfied in this respect, compared to 7% who were neither satisfied nor dissatisfied and 16% who were very or fairly dissatisfied. Please note that combined satisfaction or dissatisfaction may be marginally different than the sum of the rounded percentages shown in the chart below.

chart showing how satisfied or dissatisfied people are with the overall service provided by EDC Council Housing Service

As can be seen from the chart below, overall satisfaction has seen a decreasing trend from 82% in 2020 to 79% in 2021 and to 76% in 2022.

graph shows proportion of tenants very or fairly satisfied with the overall service provided by

Analysis by key demographics reveals:

  • Tenants aged 65 and over (84%) were significantly more likely to be satisfied with the overall service provided than all other tenants (between 71% and 73% for the three other age groups).
  • Households with children under the age of 16 were least likely to be satisfied with the overall service provided by their landlord while households with 2 or more adults were most satisfied (82%).
  • Those with tenancies of more than 10 years (79%) were more satisfied than tenants who had been a tenant of East Dunbartonshire for less than 3 years (71%) or between 3 and 10 years (72%).

chart shows how satisfied or dissatisfied people were with overall service provided by EDC housing service landlords

Additional analysis by property type can be found in Appendix 2.

Reasons given for not being satisfied with overall service (Q2)

Respondents who were not satisfied with the overall service provided by the Council’s Housing Services were then asked to explain why this was. Tenants were most likely to say this was due to:

  • Issues with the repairs service e.g. poor workmanship (55%),
  • Poor customer service (28%),
  • Home in poor state of repair (12%).
  • Home required upgrades/ improvements (10%).

Comparative analysis with the 2021 survey results reveals:

  • The proportion of tenants who stated they were not happy due to poor repairs service has increased from 36% in 2021 to 55% in 2022.
  • The proportion of tenants who were unhappy with customer service has increased from 18% in 2021 to 28% in 2022.
  • On the other hand fewer respondents said their home was in poor state of repair (decreased from 24% in 2021 to 12% in 2022) and that the Council doesn’t listen or act on complaints (decreased from 20% in 2021 to 8% in 2022).

Q2 Can you please explain why you said you were not satisfied with the overall landlord service provided by East Dunbartonshire Council Housing Services?

 

2017

2018

2019

2020

2021

2022

Base: Not satisfied with overall service

n=95

n=88

n=96

n=91

n=103

n=122

Poor repairs service, e.g. length of time to complete repairs/poor workmanship/not completed 1st time

43%

50%

46%

50%

36%

55%

Poor customer service/staff unhelpful/don't return phone calls/lack of updates

23%

24%

15%

34%

18%

28%

Home in poor state of repair, e.g. dampness

21%

11%

12%

9%

24%

12%

Home requiring upgrades/improvements

4%

8%

17%

8%

15%

10%

Don't listen/act on our complaints/don't keep promises

1%

16%

8%

30%

20%

8%

Outside maintenance required, e.g. grass cutting/gardens

7%

16%

4%

2%

6%

5%

Lack of communication (departments)

2%

1%

1%

1%

-

3%

Problems with anti-social behaviour

1%

1%

5%

6%

6%

3%

Problems with close cleaning

-

1%

-

2%

1%

2%

Bins not being emptied

-

-

-

-

5%

2%

Poor appointment system/often don't turn up

-

-

1%

-

-

-

Unhappy with warden service

1%

-

-

-

-

-

Other

8%

10%

9%

9%

7%

6%

Communication and Participation

Communication sources (Q3)

Respondents were asked to state which sources of information they use to obtain information about the Council’s housing services. Tenants were most likely to state they use letters (69%) and newsletters (50%) to obtain information. These have been the top two sources of information used by tenants since 2017. 

Q3 Which of the following sources of information do you use to obtain information about the Council's housing services?

 

2017

2018

2019

2020

2021

2022

Base: All respondents

n=523

n=513

n=511

n=511

n=512

n=511

Newsletters - Your Housing News

47%

83%

79%

85%

59%

50%

Letters

45%

84%

61%

66%

61%

69%

Website

9%

11%

16%

15%

6%

9%

Surveys

1%

20%

6%

2%

1%

4%

Staff visits

1%

2%

3%

1%

-

-

Meetings

1%

5%

2%

4%

2%

1%

Word of mouth

2%

-

-

1%

-

-

Telephone

8%

-

-

2%

5%

3%

Facebook

-

4%

8%

8%

6%

6%

Twitter

-

1%

2%

4%

1%

1%

Email

-

-

-

2%

22%

26%

Local newspaper

1%

-

-

-

-

-

Leaflets

2%

-

-

-

-

-

Citizens' Advice Bureau

1%

-

-

-

-

-

Don't get any information

3%

-

-

-

-

-

Going into the Hub

3%

-

-

1%

-

-

Other

3%

2%

8%

1%

1%

1%

Don't know

1%

0%

2%

2%

1%

1%

There is a clear correlation between age and using electronic sources to obtain information. As can be seen from the table below, as age increases, the proportion of tenants using either the Council’s website, Facebook or email to obtain information decreases.

Q3 Which of the following sources of information do you use to obtain information about the Council's housing services?

 

16-34

35-54

55-64

65+

Base: All respondents

n=66

n=154

n=113

n=178

Website

15%

13%

12%

2%

Facebook

11%

9%

7%

2%

Twitter

-

1%

2%

-

Email

47%

36%

30%

7%

Keeping tenants informed (Q4/5)

Just over 8 in 10 tenants (83%) were of the opinion that the Council’s Housing Service was very or fairly good at keeping them informed about their services and decisions, compared to 6% who stated neither good nor poor and 12% who felt the Council were very or fairly poor in this respect.

chart shows how good or poor tenants felt the council were at keeping them informed about services and decisions

The proportion of tenants who felt the Council’s Housing Service was very or fairly good at keeping them informed about services and decisions has fluctuated over the years 2017 to 2022, with satisfaction levels being highest in 2018 (92%) and lowest in 2017 (81%).

Further analysis by key demographics reveals:

  • Older tenants aged 65 and over (88%) were most likely to state the Council’s Housing Services were very or fairly good at keeping them informed about services and decisions.
  • Households with 2 or more adults (85%) were more likely to state Housing Services were good in this respect than households with children under the age of 16 (80%).
  • Respondents who had held their tenancy between 3 and 10 years (79%) were less likely to state Housing Services were very or fairly good in this respect than respondents with a tenancy of less than 3 years (85%).

Tenants who felt the Council’s Housing Service were not good at keeping them informed about their services and decisions were then asked to explain why this was. Tenants were most likely to say this was because they don’t feel they get enough information on repairs and property upgrades (48%) or that they are not kept informed generally (28%).

Q5 Can you please explain why you said that you feel East Dunbartonshire Council’s Housing Service are not good at keeping you informed about their services and decisions?

 

2017

2018

2019

2020

2021

2022

Base: Not satisfied with being kept informed

n=97

n=43

n=81

n=65

n=58

n=89

Want more information/ lack of information on repairs/ home upgrades

12%

19%

19%

31%

21%

48%

Don't feel they keep me updated/ I don't get any information on anything

37%

65%

26%

26%

24%

28%

Poor telephone service/ don't return calls/ follow up

6%

14%

3%

5%

24%

18%

Only get newsletter from them

3%

5%

3%

3%

9%

5%

Not happy with newsletter e.g. not enough information, biased information, nothing of interest

4%

-

5%

9%

7%

2%

Don't hear from them frequently enough

8%

2%

5%

3%

2%

1%

Don't respond to emails

1%

-

-

-

2%

1%

Council does not keep their promises

3%

-

3%

3%

7%

-

Not enough information on the area

2%

5%

22%

3%

-

-

Other

20%

12%

9%

2%

3%

2%

Can't comment/ don't know

4%

7%

10%

23%

3%

2%

Awareness of, and interest in participation opportunities (Q6)

Respondents were read a list of participation opportunities that tenants can be involved in to help improve the services provided from their landlord, and were asked to name the activities they were aware of, and also any activities that they would be interested in taking part in.

The proportion of tenants who were aware of at least one activity has not changed significantly since 2020 with 61% being aware of at least one activity in 2020, compared to 64% in 2021 and 61% in 2022.

Awareness was highest in terms of answering customer satisfaction questionnaires (33%), Open Days and Exhibitions (26%), customer comment cards at local post offices (26%), going along to the Tenants Participation Working Group (26%) and becoming a member of a Registered Tenants and Residents Organisation (25%).

Q6(a) Are you aware of the following ways in which you could become involved in East Dunbartonshire Council’s Housing Service to help improve their services?

 

2017

2018

2019

2020

2021

2022

Base: All respondents

n=523

n=513

n=511

n=511

n=512

n=511

Answering customer satisfaction questionnaires

42%

56%

42%

34%

28%

33%

Open Days and Exhibitions

43%

54%

48%

43%

30%

26%

Customer comment cards at local offices

35%

26%

34%

27%

24%

26%

Going along to the Tenants Participation Working Group

37%

25%

25%

33%

18%

26%

Becoming a member of a Registered Tenants and Residents Organisation

47%

64%

31%

35%

30%

25%

Online questionnaires

36%

13%

31%

19%

18%

22%

Estate Walkabouts where tenants can identify areas of concern on their local estate

33%

21%

29%

31%

21%

21%

Being part of a focus group to look at a particular area of service

34%

12%

32%

33%

19%

18%

Carry out customer led inspections to scrutinise a particular area of the housing service

32%

13%

14%

17%

8%

16%

Answering feedback questionnaires or surveys on specific issues such as consultation on rents

45%

57%

19%

26%

23%

12%

Being on a list interested tenants

34%

14%

18%

20%

10%

11%

Annual Tenant Conference

39%

60%

42%

43%

33%

-

Becoming part of the Tenant Involvement Group

39%

25%

27%

29%

17%

-

Being part of a short term tenants’ subgroup who look at and feedback on specific housing issues such as allocations or repairs

32%

6%

17%

16%

5%

-

Being on an Editorial Panel who comment on the content and publication of the Tenant Talk magazine and other publications

32%

5%

13%

15%

7%

-

None

38%

15%

29%

39%

36%

39%

Overall awareness was:

  • Highest among tenants aged 55-64 (71%) and lowest for those aged 35-54 (53%),
  • Higher for tenancies of more than 10 years (64%) than it was for tenancies of less than 3 years (51%).

More than 1 in 5 tenants (23%) stated they would be interested in participating in at least one activity. This is similar to 2021, and 2020 when 20% and 23% respectively said they would be interested in participating in at least one activity but is a decrease from the 33% who expressed interest in 2019 and the 58% who did so in 2018.

Tenants were most likely to be interested in answering customer satisfaction questionnaires (12%), participating in estate walkabouts (6%), going along to Tenant Participation Working Groups (6%) and completing online questionnaires (6%).

Q6 (b) Whether or not you have participated in these activities in the past, would you be interested in participating in any of these in the future to help the Council improve their housing services?

Base: All respondents

2017

2018

2019

2020

2021

2022

 

n=523

n=513

n=511

n=511

n=512

n=511

Answering customer satisfaction questionnaires

4%

45%

26%

13%

13%

12%

Estate Walkabouts where tenants can identify areas of concern on their local estate

4%

3%

10%

7%

4%

6%

Going along to the Tenants Participation Working Group

4%

3%

8%

7%

3%

6%

Online questionnaires

4%

2%

13%

8%

5%

6%

Becoming a member of a Registered Tenants and Residents Organisation

5%

6%

8%

6%

4%

5%

Answering feedback questionnaires or surveys on specific issues such as consultation on rents

4%

48%

20%

15%

9%

4%

Being part of a focus group to look at a particular area of service

4%

3%

8%

7%

3%

4%

Customer comment cards at local offices

4%

3%

12%

7%

4%

4%

Open Days and Exhibitions

4%

4%

8%

7%

4%

3%

Carry out customer led inspections to scrutinise a particular area of the housing service

4%

2%

8%

6%

2%

3%

Being on a list interested tenants

4%

3%

9%

6%

3%

2%

Annual Tenant Conference

3%

4%

8%

7%

4%

-

Becoming part of the Tenant Involvement Group

4%

2%

7%

6%

3%

-

Being part of a short term tenants’ subgroup who look at and feedback on specific housing issues such as allocations or repairs

4%

2%

8%

5%

1%

-

Being on an Editorial Panel who comment on the content and publication of the Tenant Talk magazine and other publications

4%

1%

7%

4%

2%

-

None

94%

42%

67%

77%

80%

77%

Further analysis reveals:

  • Tenants aged 16-34 (36%) were more likely to express interest in participating in at least one activity than tenants aged 55-64 (19%) or 65 and over (21%).
  • There was no significant difference in expressed interest regardless of household composition or length of tenancy. 

Reasons for not becoming more involved in the Council's Housing Service (Q7)

Tenants were most likely to cite that they simply were not interested in participating more (46%) health and disability issues (25%) or work commitments (11%) as reasons that stop them becoming more involved with the Council’s Housing Service. These were also the top three reasons mentioned in previous years.

Q7 What, if anything, stops you participating more with the Council’s Housing Service?

 

2017

2018

2019

2020

2021

2022

 Base: All respondents

n=523

n=513

n=511

n=511

n=512

n=511

Not interested

42%

27%

27%

28%

41%

46%

Health / disability issues

27%

31%

37%

34%

27%

25%

Work commitments

14%

26%

23%

18%

17%

11%

Not aware of any meetings / opportunities to participate

6%

3%

9%

7%

5%

9%

Childcare commitments

10%

-

12%

7%

11%

9%

Don’t have anything to contribute

8%

2%

1%

3%

3%

2%

Don’t understand enough about work of the councils housing services

4%

0%

2%

-

0%

2%

Lack of confidence speaking up

3%

2%

3%

2%

2%

1%

Transport issues

1%

2%

2%

1%

1%

0%

No time / too busy

-

-

-

1%

-

-

They don't listen / waste of time

-

-

-

1%

-

-

Looking after family member / family commitments

-

-

-

1%

-

-

Due to age

-

-

-

1%

-

-

Other

16%

4%

9%

4%

4%

3%

Nothing, I already participate

3%

4%

5%

8%

3%

6%

Satisfaction with participation opportunities

Just under 8 in 10 respondents (79%) were very or fairly satisfied with the opportunities given to them to participate in the Council’s Housing Services decision-making processes.

As can be seen from the chart below, since 2020, the proportion of tenants satisfied with the opportunities given to them to participate in decision-making processes has increased to 93%, however remains lower than the 96% reported in 2018.

Q8

Analysis of satisfaction levels with opportunities to participate by key demographics reveals:

  • Tenants who had lived in their home for more than 10 years (8%) or between 3 and 10 years (9%) were more likely to be dissatisfied in this respect than new tenants who lived in their home for less than 3 years (1%).
  • Overall satisfaction does not vary significantly by age or household composition.

Q8

Tenants who were not satisfied with the opportunities given to them to participate in their landlord’s decision-making processes were then asked to explain why this was. Tenants were most likely to say this was due to being unaware of or not having enough information about the opportunities available (44%), followed by tenants stating they did not get any opportunities to participate (28%).

Q9 You said you are not satisfied with the opportunities given to you to participate in the Council’s Housing Services decision making processes. Can you explain why you said that?

 

2017

2018

2019

2020

2021

2022

Base: Not satisfied with participation opportunities

n=100

n=22

n=67

n=64

n=35

n=108

Don't know much about it/ what opportunities are available/ don't inform us of anything

14%

68%

43%

36%

60%

44%

Don't get opportunities to participate

29%

18%

5%

19%

6%

28%

No point - don't do what they say they will/ don't listen/ poor communication/ follow up

11%

14%

16%

9%

11%

14%

Not interested

18%

-

24%

22%

-

7%

Not sure/ don't know

16%

-

10%

14%

20%

6%

Not able to participate due to ill health/ old age/ housebound

4%

5%

-

3%

3%

-

Other

8%

18%

2%

-

-

1%

Satisfaction with Housing Services listening to views and acting upon them (Q10)

A new question was introduced in the 2021 survey, which asked tenants how satisfied or dissatisfied they were with how the Council’s Housing Service listens to their views and acts upon them in the monitoring and development of services. Just under 7 in 10 tenants (68%) were very or fairly satisfied in this respect, compared to 16% who were neither satisfied nor dissatisfied and 16% who were very or fairly dissatisfied. Overall satisfaction has seen a decrease from 74% in 2021 to 68% in 2022.

Q10

Analysis by key demographics reveals respondents who were aged 65 and over were most likely to be satisfied in this respect (79%), as were households with 2 or more adults (77%) and those who had lived in their home for more than 10 years (72%).

Q10

The Repair and Maintenance of Your Home

Awareness of responsibilities for the home (Q11)

The vast majority of tenants were aware of their own responsibilities as a tenant in relation to the maintenance of their home (93%) and the Council’s responsibilities in relation to the maintenance of their home (92%). The proportion of tenants aware of their own responsibilities as a tenant has decreased from 98% in 2021 to 93% in 2022.

Q11

Satisfaction when dealing with repairs (Q12)

Firstly, in terms of the overall question, from all tenants surveyed, when asked about their satisfaction with the way the housing service deal with repairs, 65% were very or fairly satisfied in this respect, compared to 11% who were neither satisfied nor dissatisfied and 24% who were very or fairly dissatisfied.

Q12

Satisfaction with the repairs service has seen a downward trend from the 83% reported in 2019 to 77% in 2020, to 71% in 2021 and to 65% in 2022.

proportion of respondents very or fairly satisfied with the repairs service provided by the Council's Housing Services

The results in the chart below have been filtered only for those who had reported repairs in the last 12 months. For the 2022 survey, 62% were either very or fairly satisfied with the repairs service received in the last 12 months compared to 9% who were neither satisfied nor dissatisfied and 29% who were either very or fairly dissatisfied.

graph showing the percentage of people satisfied or dissatisfied with repairs service provided by council's housing service

The chart below shows the satisfaction trend from 2017 to 2022. As can be seen below, satisfaction levels have in general decreased each year from 82% in 2018 down to 62% in 2022. The chart above also shows that the proportion of respondents who were “very satisfied” with the repairs service generally decreases each year from 59% in 2018 to 31% in 2022.

graph shows proportion of respondents who had a repair carried out in the last 12 months

Satisfaction with aspects of the repairs service (Q14)

Respondents who had a repair carried out in the last 12 months (48%) were then asked how satisfied or dissatisfied they were with various aspects of the repair service they received. Satisfaction was high, ranging from 84% with regards to the length of time taken to undertake repairs to 95% with regards to the attitude of the tradesman involved.

graph showing the percentage of people satisfied with different aspects of the service

As can be seen below, since 2021, the most significant changes in satisfaction can be seen with regards to the ease of reporting the repair (decreased by 5% points) and regarding the quality of repairs undertaken (increased by 5% points).

table showing the percentage of people satisfied with different aspects of the service

Suggestions for improvement to the repairs service (Q15)

Respondents who had a repair carried out in the last 12 months were asked for suggestions for improvement. Where a suggestion was provided, this was most likely to be in relation to quicker timescales to start and complete repairs (21%) and improvements to customer service (11%).

Q15 What, if anything, could have been done to improve the repairs process?

 

2017

2018

2019

2020

2021

2022

Base: All respondents

n=516

n=294

n=225

n=229

n=190

n=246

Nothing/ none

47%

61%

69%

62%

52%

50%

Quicker time to start/ complete repairs

12%

17%

9%

14%

14%

21%

Improve customer service e.g. staff more helpful when reporting repair/ listen to what we say/ return phone calls

1%

6%

4%

4%

10%

11%

Improve the quality of workmanship/ complete on first visit

6%

12%

6%

9%

10%

9%

Happy with the repair service

2%

7%

3%

2%

3%

5%

Follow up on work completed/ keep us informed about progress

2%

0%

2%

1%

4%

3%

Better appointment system e.g. tradesman turning up on time/ telephone if late/ specific time slots

6%

1%

2%

6%

3%

2%

Better communication between departments e.g. office staff and tradesmen

3%

1%

2%

4%

2%

2%

Other

1%

1%

1%

4%

3%

2%

Tradesmen to clean up mess/ be more friendly/ better attitude

1%

0%

1%

3%

1%

1%

Replace rather than repair e.g. new windows

-

-

-

2%

4%

0%

Don't know

23%

4%

3%

1%

3%

1%

Satisfaction with aspects of the home (Q16)

All respondents were then asked how satisfied or dissatisfied they were with various aspects of their home. Satisfaction was high, ranging from 74% with regards to the bathroom to 86% with regards to the heating system.

graph showing the percentage of people satisfied or dissatisfied with aspects of their home

Satisfaction levels with regards to all aspects of the home have not changed significantly since the 2021 survey.

Q16 How satisfied are you with the following aspects of your home? (% very or fairly satisfied)

 

2017

2018

2019

2020

2021

2022

Base: All respondents

n=523

n=513

n=511

n=511

n=512

n=511

Heating System

91%

89%

92%

89%

88%

86%

General condition of your property overall

88%

84%

85%

88%

82%

82%

The Kitchen

84%

81%

76%

75%

76%

74%

The Bathroom

83%

80%

72%

81%

73%

76%

External appearance of the building

82%

83%

72%

76%

76%

75%

Windows

79%

85%

80%

82%

80%

77%

Quality of the home (Q17/18)

The majority of respondents (79%) were very or fairly satisfied with the quality of their home compared to 10% who were neither satisfied nor dissatisfied and 11% who were either very or fairly dissatisfied.

graph showing the percentage of people satisfied or dissatisfied with the quality of your home

Overall satisfaction with the quality of the home has decreased since 2019 (88%) to 79% in 2022.

graph showing the percentage of people satisfied or dissatisfied with quality of their home

Further analysis by key demographics reveals the following:

  • Older tenants aged 65 and over were most satisfied with the quality of their home (93%), while tenants aged 16-34 (68%) and aged 35-54 were least satisfied (65%).
  • Tenants who lived in a household with two or more adults (88%) were more likely to be satisfied with the quality of the home than tenants who lived in a household with children (66%).
  • The results to this question do not vary significantly by length of tenancy.

graph showing the percentage of people satisfied or dissatisfied with quality of their home

Analysis by area reveals varying degrees of satisfaction with the quality of the home. Those who lived in Campsie Glen (100%, 1 tenant), Balmore (100%, 1 tenant), Lenzie (94%) and Bearsden (93%) were most likely to be satisfied with the quality of their home, while tenants who lived in Torrance (67%) and Bishopbriggs (67%) were least satisfied.

Due to very low base numbers for certain areas, the results of this analysis should be treated with caution.

graph showing the percentage of people satisfied or dissatisfied with quality of their home

Additional analysis by property type can be found in Appendix 2.

Tenants who stated they were not satisfied with the quality of their home were then asked to explain why they felt this way. Tenants were most likely to say this was due to their home requiring upgrades and improvement (66%), that their home has outstanding repairs (32%) or where they felt outside maintenance was required (16%).

Q18 You said you were not satisfied with the overall quality of your home. Can you please explain why?

Base: Not satisfied with the quality of the home

2017

2018

2019

2020

2021

2022

 

n=100

n=101

n=61

n=73

n=93

n=108

Home requires upgrades/ improvements e.g. windows/ bathroom/ kitchen

34%

73%

43%

45%

55%

66%

Home in poor state of repair/ repairs required

46%

9%

38%

19%

33%

32%

Outside maintenance required e.g. roof/ garden/ gutters

15%

13%

7%

8%

7%

16%

Problems with dampness/ condensation/ mould

15%

12%

8%

23%

25%

15%

Appearance of outside building e.g. painted/ roughcasting

6%

9%

5%

15%

5%

9%

Other

12%

9%

3%

8%

4%

7%

Poor heating/ boiler system

1%

15%

2%

14%

14%

6%

Issues with improvements e.g. new windows are draughty/ no soundproofing

-

-

-

7%

8%

3%

Maintenance of communal areas e.g. close painting

-

-

-

3%

1%

-

Rooms too small/ not enough space

2%

-

5%

-

-

-

No comment

-

-

-

4%

-

-

Neighbourhood Management

Satisfaction with contribution to the management of the neighbourhood (Q19/20)

Just under 8 in 10 tenants (79%) were very or fairly satisfied with the Council’s Housing Services contribution to the management of the neighbourhood they live in. This is compared to 9% who were neither satisfied nor dissatisfied and 12% who were very or fairly dissatisfied.

graph showing the percentage of people who were satisfied or dissatisfied with council's housing services contribution to the management of the neighbourhood you live in

NB percentages referred to in text as combined satisfaction or dissatisfaction may differ from the sum of percentages in the chart due to rounding.

The proportion of tenants very or fairly satisfied with their landlord’s contribution to the management of the neighbourhood they live in has fluctuated marginally over the years, with satisfaction being highest in 2018 (86%) and lowest in 2020 (78%).

graph showing the proportion of tenants who were very or fairly satisfised with their landlord's contribution to the management of they neighbourhood they live in

Analysis by key demographics shows:

  • Respondents who have been a tenant for between 3 and 10 years were less likely to be satisfied in this respect (73%) than tenants who have held their tenancy for more than 10 years (82%). 
  • The results do not vary significantly by household composition or age.

graph showing the percentage of people who were satisfied or dissatisfied with council's housing services contribution to the management of the neighbourhood they live in

Additional analysis by property type can be found in Appendix 2.

Analysis by area reveals varying degrees of satisfaction with the Council’s Housing Services contribution to the management of the neighbourhood. As can be seen from the chart below, the majority of tenants in each area were very or fairly satisfied in this respect, with satisfaction levels ranging from 68% for those living in Kirkintilloch to 100% of tenants living in Campsie Glen, Milton of Campsie, Lenzie and Balmore.  

Due to very low base numbers for certain areas, the results of this analysis should be treated with caution.

graph showing the percentage of people who were satisfied or dissatisfied with council's housing services contribution to the management of the neighbourhood they live in

The most common reasons given for not being satisfied with the Council’s Housing Service’s contribution to the management of the neighbourhood were tenants stating the Council do nothing in the area (33%), followed by poor landscape maintenance (20%) and regarding litter and rubbish issues (14%).

Q20 You said you were not satisfied with the Council’s Housing Service’s contribution to the management of the neighbourhood you live in.  Can you please explain why?

 

2017

2018

2019

2020

2021

2022

Base: Not satisfied with management of the neighbourhood

n=83

n=71

n=71

n=114

n=90

n=105

The Council don't do anything/don't see anything getting done/ no visibility

23%

16%

21%

25%

21%

33%

Poor landscape maintenance e.g. grass cutting/ bushes/ hedges

16%

13%

23%

9%

20%

20%

Litter/ rubbish issues/ area is dirty/ rundown

10%

17%

7%

14%

18%

14%

Anti-social behaviour issues

21%

23%

22%

13%

14%

11%

Bin issues e.g. Not emptied / Need more / Left on street

-

3%

-

3%

-

11%

Issues with communal spaces e.g. stairwell/ bin areas

-

-

-

2%

6%

10%

Road / pavements e.g. not gritted in icy weather / too many potholes

4%

7%

9%

11%

7%

7%

Exterior look/ appearance of properties e.g. needs painted/ cleaned/ fences fixed

5%

6%

6%

9%

18%

7%

Problem with dog fouling

5%

1%

10%

7%

2%

4%

Need to vet tenants

-

14%

2%

2%

6%

3%

Problems with parking

7%

3%

7%

1%

1%

2%

Other

11%

14%

14%

8%

8%

1%

Gardens are unkept/ neighbours don't look after property

-

-

-

5%

9%

1%

No comment made

-

-

-

4%

-

-

Unrelated issue to neighbourhood management

-

-

-

4%

-

-

Back garden used as dumping ground / fly tipping

5%

1%

2%

-

-

-

Satisfaction with the way Council’s Housing Services deals with anti-social behaviour (Q21-26)

All respondents were asked how satisfied they were with the way the Council’s Housing Services deals with anti-social behaviour. As can be seen from the chart below, just over a third of tenants answered don’t know (36%), while 43% were very or fairly satisfied, 14% were neither satisfied nor dissatisfied, 7% were very or fairly dissatisfied.

Analysis of tenants who provided an answer (e.g. excluding those who answered ‘don’t know’) reveals that 67% were very or fairly satisfied, 22% were neither satisfied nor dissatisfied and 10% were very or fairly dissatisfied.

graph showing the percentage of people satisfied or dissatisfied with the way the council's housing services deals with anti-social behaviour

Just over 1 in 10 respondents (14%) had experienced anti-social behaviour on their estate during the last 12 months. This has not changed significantly from 2021 when 12% of respondents had experienced anti-social behaviour on their estate in the last 12 months.

Of these respondents, 64% (45 tenants) reported this anti-social behaviour to the Council. This is not significantly different than the 2021 results where 68% of tenants who had experienced anti-social behaviour reported this to the Council.

pier charts showing the percentage of people who have or have not experienced anti-social behaviour in the last 12 months and whether or not they reported it

As can be seen below, 36% of tenants who had experienced anti-social behaviour within the last 12 months were very or fairly dissatisfied with the way the Council’s Housing Services deals with anti-social behaviour, compared to 44% of tenants who did not experience anti-social behaviour. Analysis excluding don’t know responses reveals the same trend with those who experienced anti-social behaviour being less satisfied (41%) than those who had not (73%).

Q21 How satisfied or dissatisfied are you with the way the Council’s Housing Services deals with anti-social behaviour?

 

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Don't know

Q22 Have you experienced any anti-social behaviour on your estate during the last 12 months?

Yes (n=70)

17%

19%

13%

9%

30%

13%

No (n=441)

13%

32%

15%

1%

1%

40%

Q22 Have you experienced any anti-social behaviour on your estate during the last 12 months? (excluding don't know)

Yes (n=61)

20%

21%

15%

10%

34%

-

No (n=328)

21%

53%

24%

2%

1%

-

NB percentages referred to in text as combined satisfaction or dissatisfaction may differ from the sum of percentages in the table due to rounding.

Just over a third of tenants (36%) who reported an incident of anti-social behaviour to the Council’s Housing Services were very or fairly satisfied with how Housing Service’s deals with anti-social behaviour, compared to 36% of tenants who did not report this. When excluding the don’t know response 37% of tenants who had reported anti-social behaviour were satisfied with the way the Housing service deals with anti-social behaviour compared to 50% of tenants who had not reported an anti-social behaviour complaint.

Q21 How satisfied or dissatisfied are you with the way the Council’s Housing Services deals with anti-social behaviour?

 

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Don't know

Q23 Did you report this anti-social behaviour to the Council?

Yes (n=45)

18%

18%

7%

11%

42%

4%

No (n=25)

16%

20%

24%

4%

8%

28%

Q23 Did you report this anti-social behaviour to the Council? (excluding don't know)

Yes (n=43)

19%

19%

7%

12%

44%

-

No (n=18)

22%

28%

33%

6%

11%

-

Of the respondents who reported anti-social behaviour to the Council during the last 12 months, 24% were very or fairly satisfied with the way in which the Council dealt with their report, 9% were neither satisfied nor dissatisfied and 67% were very or fairly dissatisfied.   Overall satisfaction was 23% in 2021.

bar chart showing how satisfied or dissatisfied people were with the way in which the council dealt with your report of anti-social behaviour

One third of tenants (33% or 15 tenants) who reported anti-social behaviour stated the actions of the Council contributed to a reduction in the incidence of anti-social behaviour, while 67% (30 tenants) said it did not. In 2021 23% (10 tenants) said the actions of the Council contributed to a reduction in the incidence of anti-social behaviour.

The table below shows that no tenants (0%) who stated the Council’s contribution did not lead to a reduction in the incidence of anti-social behaviour were satisfied with how the Council dealt with their report. Conversely, where tenants had seen a reduction in the incidence of anti-social behaviour they were more likely to be satisfied with the way the Council dealt with their report of anti-social behaviour (73%).

Q24 How satisfied or dissatisfied were you with the way in which the Council dealt with your report of anti-social behaviour?

Base: All who reported anti-social behaviour, n=45

Very satisfied

Fairly satisfied

Neither satisfied nor dissatisfied

Fairly dissatisfied

Very dissatisfied

Q25 Did the action of the Council contribution to a reduction in the incidence of anti-social behaviour?

Yes (n=15)

40%

33%

13%

7%

7%

No (n=30)

-

-

7%

30%

63%

Tenants who reported anti-social behaviour to the Council’s Housing Services were asked to provide further feedback on the way their complaint was dealt with and how the situation has changed. Tenants were most likely to say that the Council did not do anything (40%).

Q26 Can you provide any further feedback on the way your anti-social behaviour complaint was dealt with and how the situation has changed?

Base: All who reported ASB, n=45

No.

%

The Council didn't do anything/ did not help

18

40%

The Council resolved the issue

10

22%

The Council intervened but the issue is not resolved

9

20%

I had to get the police involved

4

9%

The issue is ongoing

3

7%

The problem was resolved between neighbours/ itself

1

2%

The Council offered to move me to a different property

1

2%

Rent and Value for Money

Value for money (Q27/28)

Just under 8 in 10 tenants (79%) were of the opinion that the rent for their property represents very or fairly good value for money, compared to 12% who felt it represented neither good nor poor value and 9% who felt it represented very or fairly poor value for money.

graph showing the percentage of people satisfied or dissatisfied with the vale for money of accomodation

As can be seen from the chart below, the proportion of tenants who think the rent for their property represents very or fairly good value for money had not changed significantly since 2018.

graph showing proportion of tenants who think the rent for their property represents very or fairly good value for money

Analysis by key demographics reveals the following:

  • As age increases, the proportion of tenants who feel their rent represents good value for money increases, from 71% of tenants aged 16-34 to 88% of tenants aged 65 and over,
  • The results do not vary significantly by household composition and length of tenancy.

graph showing the percentage of tenants who think their property is good or poor value for money

Further analysis reveals tenants who receive full housing benefit, or Universal Credit that covers their full rent (83%) were more likely to say their rent represents good value for money than tenants who pay full rent (74%) or pay partial rent (74%).

graph showing the percentage of people satisfied or dissatisfied with the value for money of their property

Additional analysis by property type can be found in Appendix 2.

Tenants who said that their rent did not represent good value for money were asked to explain why this was. Tenants were most likely to say they felt the rent was too expensive or increases too often (34%), or where they did not believe it was good value for money due to the poor services they receive (32%).

Q28 You said you felt that your rent does not represent good value for money, can you please explain why?

 

2017

2018

2019

2020

2021

2022

Base: Rent not good value for money

n=98

n=78

n=91

n=90

n=97

n=108

Too expensive/ keeps increasing

34%

31%

41%

44%

36%

34%

Not good value for money/ poor service received

11%

12%

14%

20%

34%

32%

Nothing gets done e.g. repairs/ maintenance

9%

14%

13%

6%

6%

19%

Poor quality/ condition of home

13%

50%

13%

27%

35%

18%

It is fine/ ok

-

-

-

-

-

7%

I receive full housing benefit

20%

-

4%

8%

3%

-

Don't know

12%

10%

10%

6%

4%

7%

Other

12%

5%

9%

4%

2%

-

No comment made

-

-

-

4%

-

-

Housing benefit (Q31)

Just over 5 in 10 tenants (52%) are in receipt of housing benefit (45% full and 7% partial), 15% of tenants are in receipt of Universal Credit (11% that covers full rent and 4% which covers part of the rent payment) and 34% of tenants do not receive housing benefit and pay full rent. The proportion of tenants in receipt of full housing benefit has increased since 2021 (by 7 percentage points).

bar chart showing the percentage of households receiving housing or universal credit

Affordability of rent payments (Q31)

Tenants who pay either full or partial rent payments were asked how easy they find it to afford their rent payments. Just under six in ten tenants (57%) said they find their rent payments very or fairly easy to afford, compared to 37% who find them just about affordable and 6% who find them very or fairly difficult to afford.

chart showing percentage of people who found it easy or difficult to afford rent payments

As can be seen below, the proportion of respondents who found rent payments easy to afford has decreased from 64% in 2020 to 60% in 2021 and to 57% in 2022.  

graph that shows the proportion of tenants who find their rent payments very or fairly easy to afford

The results to this question do not vary significantly by age, household composition or length of tenancy.

Other Comments

Other comments about the landlord and its services (Q33)

Finally, tenants were asked if they had any further comments about their landlord and the services provided. Over two thirds of tenants (68%) did not provide any further comment. Where a comment was provided, this was most likely to be tenants expressing that they were happy with their landlord and the services provided (11%).

Q33 Do you have any other comments you wish to make about your landlord and its services?

 

2017

2018

2019

2020

2021

2022

Base: All respondents

n=523

n=513

n=511

n=511

n=512

n=511

No other comments

72%

59%

72%

67%

68%

68%

Happy with everything/ service

6%

19%

6%

11%

11%

11%

Other

10%

5%

3%

6%

2%

2%

Improve repairs service e.g. time for completion/ starting job/ quality of workmanship

2%

3%

5%

3%

4%

5%

Homes require upgrades/ improvements e.g. windows/ bathroom/ kitchen

5%

6%

5%

3%

4%

3%

Improve maintenance of properties e.g. roofs/ gutters/ roughcasting/ close cleaning

2%

5%

1%

3%

4%

4%

Poor quality of home e.g. dampness

1%

0%

0%

3%

1%

1%

Communicate more with tenants/ listen to their views

3%

3%

6%

2%

3%

4%

Improve customer service e.g. staff more helpful/ return phone calls

1%

2%

3%

1%

3%

3%

Roads/ pavements need fixed/ gritted in the winter

0%

1%

1%

1%

0%

1%

Help tenants with gardens/ decorating

-

-

-

1%

1%

0%

Concerns over rent/ insurance payments during pandemic

-

-

-

1%

0%

-

Deal with anti-social behaviour

-

-

-

1%

2%

2%

Need new heating/ boiler system/ too expensive to run

1%

-

0%

0%

-

-

Rent too high/ difficult to afford

1%

2%

0%

0%

1%

1%

Better communication between Council/ tradesmen

-

-

0%

0%

-

0%

Household Information

Length of tenancy (Q32)

Three in twenty respondents (15%) have been a tenant of the Council for less than 3 years, 24% for between 3 and 10 years and 61% for more than 10 years.

bar chart showing length of time people have been tenants of the council

Age and Gender (Q33/34)

In terms of the age profile of respondents, 13% were aged 16-34, 30% between 35-54, 22% between 55-64 and 35% were aged 65 and over.

Q33 Which age band best describes you?

Base: All respondents, n=511

No.

%

16-24

11

2%

25-34

55

11%

35-44

71

14%

45-54

83

16%

55-59

63

12%

60-64

50

10%

65-74

91

18%

75+

87

17%

Respondents were more likely to be female (65%) than male (35%).

Q34 Which of the following describe how you think of yourself?

Base: All respondents, n=511

No.

%

Male

180

35%

Female

330

65%

In another way

1

0%

Household composition (Q35)

In terms of household composition, just over half of tenants (52%) lived in a single adult household, 22% in a household of two adults, 6% in a household of three of more adults, 12% were one-parent families and 4% were two-parent families.

Q35 How would you describe the composition of your household?

Base: All respondents, n=511

No.

%

One adult under 60

117

23%

One adult aged 60 or over

149

29%

Two adults both under 60

39

8%

Two adults both over 60

46

9%

Two adults, at least one 60 or over

26

5%

Three or more adults, 16 or over

31

6%

1 parent family with children at least 1 under 16

63

12%

2 parent family with children at least 1 under 16

21

4%

Other (please specify)

19

4%