Results of first-ever WHBC Tenants Satisfaction Survey published


The results of the first-ever satisfaction survey of Welwyn Hatfield Borough Council (WHBC) tenants have been published.

The survey asked tenants for their views on 12 core performance measures, including on the Council’s repairs service, how safe tenants feel in their homes and the Council’s approach to handling antisocial behaviour. 

Overall satisfaction with WHBC housing services was 60% with the Council scoring well for the level of service that tenants receive from its repairs service, maintenance of tenant’s homes and Council staff being accessible and treating tenants fairly and with respect.  Tenants feel safe in their homes with the Council achieving high levels of compliance with gas safety checks, fire safety measures and electrical checks.  Areas identified for improvement in the survey included resolving queries relating to the maintenance of communal grounds and tackling antisocial behaviour, which the Council is working closely with the police to address.

The survey was conducted as part of a new initiative by the Government requiring all registered providers of social housing, such as WHBC, to conduct an annual survey with their tenants and publish the findings.  The purpose of the survey is to provide social landlords with information about satisfaction with housing services and to identify areas where improvement is needed.  Successive surveys will help identify any trends.

Sue McDaid, WHBC’s Executive Director (Resident Services and Climate Change) said:

“Our tenants’ views are very important to us.  The feedback we have received from this survey will help us identify what is working well and where there is room for improvement.  We have used the feedback from the Tenants Satisfaction Survey to draw up an action plan for housing services and we will continue to improve communications with our tenants and work with our Residents Panel to ensure that we are providing the best possible service for them.  I would like to take this opportunity to thank everyone who took the time to complete the survey.”

Chris Andrews, Chair of the Residents Panel said:

“The Residents Panel and Council’s housing services teams, working together, achieved a lot over the last year.  I am pleased to see that our tenants have scored housing services well in a number of areas that were measured in this survey.  I and the members of the Residents Panel look forward to continuing to work with the Council to build on our achievements and to working hard to address those areas needing improvement in the coming year.” 

More information on the Tenants Satisfaction Survey, including the Council’s action plan, can be found on the WHBC website.

Published: 3rd June 2024