Official Statistics

Local council tenant satisfaction in 2008

Results from STATUS surveys of local authority tenants for 2008 were released on Tuesday 29 June 2010. Topics in this release include: overall…

Documents

Local Authority tenant satisfaction survey 2008

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Local Authority tenant satisfaction survey table of results

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Pre-release Access List: Local Authority tenant satisfaction survey

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Detail

Results from STATUS surveys of local authority tenants for 2008 were released on Tuesday 29 June 2010.

Topics in this release include: overall satisfaction with landlord services; satisfaction with home and neighbourhood; perceived ‘customer service’ quality; satisfaction with repairs and maintenance services; rating of various aspects of last repair; views on landlord approach to tenant participation; rating of landlord response to reported antisocial behaviour.

Key points from the release are:

  • 75 per cent of council tenants were ‘satisfied’ or ‘very satisfied’ with the overall service provided by their authority.
  • 73 per cent reported having made a (non-rent payment-related) contact with their landlord during the 12 months preceding the survey. Of these, 71 per cent contacted landlords regarding repairs.
  • 68 per cent of respondents reported having found it easy to get in touch with the right person to deal with their query. Approximately 80 per cent of council tenants found staff helpful.
  • 73 per cent were ‘satisfied’ or ‘very satisfied’ with repairs and maintenance services.
  • 68 per cent reported having a repair undertaken within the previous year. Of those who had a repair undertaken 76 per cent were ‘satisfied’ or ‘very satisfied’ with repairs and maintenance services compared to 65 per cent ‘satisfied’ or ‘very satisfied’ who had not had a repair.
  • 56 per cent of respondents were satisfied with their landlord in terms of tenants’ views being taken into account.
  • 74 per cent rated their landlord as ‘good’ or ‘very good’ as regards ‘keeping you informed about things that might affect you as a tenant’.
  • Approximately 15 per cent of tenants reported an incident of anti-social behaviour (ASB) to their landlord in the previous year. Of these, 46 per cent of respondents were happy about the way their report was handled and 38 per cent were happy about the final outcome.