Issue - meetings

To provide Cabinet with an update of the 2024/2025 Tenant Satisfaction Measure outcomes (report of the Assistant Director – Housing enclosed).

Consideration was given to the report of the Assistant Director – Housing which provided an update of the 2024/2025 Tenant Satisfaction Measure outcomes.

The Portfolio Holder for Strategic and Operational Housing presented the report:

The report laid out the tenant satisfaction survey results and management data for 24/25, which has been submitted to the Regulator of Social Housing.  

This was the second year that the Council has completed the Tenant Satisfaction Measures.   Members were informed that tenant satisfaction had either increased or remained the same over the last 12 months with 74% of tenants surveyed reporting satisfaction with the overall service received from the Council as their landlord.  It was pleasing to see satisfaction in the Council’s approach to managing anti-social behaviour increasing by 19% and repairs satisfaction increasing by 14%. 

Complaint handling continued to be a challenge for all social landlords; however, a marked improvement had been seen with 95% of complaints investigated within Housing Ombudsman timescales, compared with 48% last year. Reports of ASB remained below national benchmark, however the new ASB Framework and focus groups aimed to enhance tenant confidence in this area during 25/26.

Consideration was given to the report and the following issues were raised:

·       Members wished to pass on their congratulations to all involved and highlighted the importance of communication.

DECISION:

1)    That the contents of the report, and the results attached at Appendix 2 to the report be noted; and

2)    That the feedback from Performance Monitoring Panel be noted.

 (Other options considered:

·       Do nothing - To not be informed of performance and tenant satisfaction.  This option is not considered to be appropriate as the Regulator of Social Housing expects that Councillors have oversight and scrutiny of the service provided;

Reasons for decision:

·       The Regulator of Social Housing is clear that Councillors are responsible for ensuring that the Council, in its role as a registered provider, is meeting the regulatory standards set.  Performance and satisfaction data assists Councillors in scrutinising the service).

To update the Performance Monitoring Panel of the 2024/2025 Tenant Satisfaction Measure outcomes (report of the Director of Communities enclosed).

Consideration was given to the report of the Director of Communities which updated the Performance Monitoring Panel on the 2024/2025 Tenant Satisfaction Measure outcomes.

The Business Support Manager introduced the report and highlighted the following areas:

• The report presented responses to the Tenant Satisfaction survey for the second year, with additional questions added to the survey to understand the reasons for any dissatisfaction.
• Tenant Satisfaction had increased or remained the same in the last year and overall, 74% of tenants were satisfied with the service they received.
• Complaint handling continued to be a challenge across the sector and while improvement was still required, there had been a 6% increase in tenant satisfaction in this particular area.

Members considered the report, and made the following comments:

• Members were encouraged by the results of the tenant satisfaction measures and noted that any improvements made within the service provided would likely take 18 months to filter through to increased tenant satisfaction.
• Members were impressed by the number of compliments that the service had received.

The Panel requested that the following feedback be provided to Cabinet:

• The Panel were encouraged by the results of the Tenant Satisfaction Measures.

AGREED:

1. That the Panel notes the report and results at Appendix 2 of the report.
2. That the Panel provides the above feedback for consideration by Cabinet.