Issue - meetings

That the outcomes of the survey and areas for continued improvement be noted and supported.

The Director of Community Services presented the results of the independent tenant satisfaction survey and proposals for improvement to further raise satisfaction levels to achieve top quartile outcomes.

The Director said it was pleasing to note that the overall results had improved significantly from the survey undertaken three years ago and that favourable comparison with results from housing associations was particularly impressive given the difference in ages and condition of properties.  For those areas where improvement in performance was needed to reach the upper quartile, the report outlined work to be undertaken to achieve this.

In welcoming the report, Councillor Peter Curtis commented on the 39% return rate of completed forms.  The Director said that the involvement of younger tenants was recognised as a key issue to ensure that a wider range of views could be accessed.

Councillor Brian Lloyd referred to the sample size selected from each of the housing management areas and said that all tenants should be offered the opportunity to participate, for example by including the survey in the tenants’ newsletter.  The Head of Housing explained that cost was a factor and that the recognised approach had been followed in relation to the percentage of tenants surveyed as a representative sample.  However, if Members wished to survey all Council tenants, consideration could be given to providing sufficient budget for this to take place for the next survey.  The Chairman spoke in favour of this.

Following queries from Councillor Alison Halford, the Housing Asset Manager explained that changes had been put in place to enable trades teams to carry more items on their vehicles to carry out a wider range of repairs on the first visit, thus avoiding the need to return to stores to replenish stocks.  On tenants’ response to car parking issues, the Head of Housing acknowledged that this was a challenge due to the increasing number of vehicles per household and the design of many estates.  The Capital Works Manager agreed and said that any additional parking provision should not restrict access to estates.

Councillor Ray Hughes asked if more could be done to encourage residents to park in appropriate areas, such as provision of adequate lighting where required and liaising with the Police to restrict parking in unsuitable areas.  In response to his request for information on the survey of garage sites, the Head of Housing explained that dates were being sought for a workshop on this topic to receive input from Members.

RESOLVED:

That the outcomes of the survey and areas for continued improvement be noted and supported.