Issue - meetings

This is the report on the outcomes of the 2018/19 Annual Tenant Satisfaction Survey.

Resolved:  That the Executive Member:

-      Consider the results of the 2018/19 Tenant Satisfaction Survey and note the officer comments regarding future action

-      Agree to run a Tenant Satisfaction Survey for 2019/20

Reason:     To ensure that CYC has up to date information regarding customer satisfaction, enabling landlord and building services to target resources and improvements to those services prioritised by customers, and to feed into the annual Housemark benchmarking return.

Officers reported on the 2018/19 Tenant Satisfaction Survey and asked the Executive Member to consider the results and actions of the survey and agree to carry out the process again next year.

Officers noted that they had a received an 21% response to the survey, which over the total stock of properties, equated to 8% of Council tenants.

The Executive Member questioned Officers on the areas of satisfaction that had decreased and the actions related to them. In response the Officers made the following comments:

-      That work was being carried out with the Complaints Team to identify the reasons behind the decrease in satisfaction in this area.

-      That in response to decreased satisfaction around ‘drug use or dealing’, work has been started on the identification of ‘hot spots’ working alongside the Anti-Social Behaviour Hub.

-      That the Council’s ‘Pet Policy’ was being reviewed in an attempt to decrease dog fouling in particular.

-      That it was important to keep the majority of the questions asked within the survey similar to that of previous years, in order to allow for yearly analysis.

Officers also informed the Executive Member that around 80 car parking spaces were due to be delivered via the Housing Environment Improvement Programme (HEIP) by the end of March, helping to alleviate some tenant complaints regarding parking.

Officers did note that 31% of respondents said they did not have access to the internet and that there is a consistent trend with Tenant Satisfaction Surveys, that older residents are more likely to respond.

Officers explained that there had been a recent restructure within Housing Services, involving many new staff and staff moving to different roles and that they expected performance to improve now that the service had settled.

The Executive Member stated that due to the importance of tenant satisfaction and in responding to the issues raised via the survey, it was important that the survey continued next year. It was therefore:

Resolved:  That the Executive Member:

-      Consider the results of the 2018/19 Tenant Satisfaction Survey and note the officer comments regarding future action.

-      Agree to run a Tenant Satisfaction Survey for 2019/20.

Reason:     To ensure that CYC has up to date information regarding customer satisfaction, enabling landlord and building services to target resources and improvements to those services prioritised by customers, and to feed into the annual Housemark benchmarking return.