Survey shows improved satisfaction with WHBC housing services

Overall satisfaction with housing services increased to 65%, up 5% on last year. Satisfaction was greatest for the question ‘Does WHBC provide a home that is safe?’, with 77%, an increase of 17% on the previous year’s survey.

Three-quarters of tenants surveyed (75%) were satisfied that WHBC treated tenants fairly and with respect.

There were significant increases in satisfaction with how WHBC keeps tenants informed (up 25%), makes a positive contribution to the neighbourhood (up 18%), and listens to tenant views (up 17%).

As a social housing provider, WHBC is required to run an annual Tenant Satisfaction Measures Survey and report the results to the Government’s Regulator of Social Housing.

The survey collects tenants’ views around five main themes which are:

• keeping properties in good repair
• maintaining building safety
• respectful and helpful engagement
• effective handling of complaints
• responsible neighbourhood management

The results of this year’s Tenant Satisfaction Survey have helped the council identify areas for further improvement and agree an action plan to ensure this which can be found on the council’s website.

The survey was organised by an external market research company who contacted a representative sample of WHBC tenants on behalf of the council.

Councillor Gemma Moore, Executive Member for Housing said:

“Running an effective council is a priority for me and for my colleagues on the WHBC Cabinet.  Our tenants’ views are very important to us, and I am delighted that overall satisfaction has increased compared to last year.  There are of course some areas for improvement, so I am pleased that the feedback from the Survey is being used to draw up an action plan for the council’s housing services to work with our Residents Panel to ensure that we are providing the best possible service for our tenants.  I would like to thank everyone who took the time to complete the survey.”

Anthony Goodwin, Chair of the Residents Panel said:

“From the results of this Survey, it shows that working together with the council’s housing service teams and Residents Panel we have achieved a lot over the last year. I am pleased that tenants’ overall satisfaction with housing services has increased and that housing services scored well in a number of areas. There are still improvements to be made and to build on this year's results, Members of the Residents Panel look forward to further addressing those areas that need improvement.”

More information about the Tenant Satisfaction Measures and how WHBC ran this year’s survey can be found on the council’s website.