Tenant satisfaction survey results

Hands

Many thanks to all the people who responded to our first digital satisfaction survey that asked: Runnymede Council tenants – what do you think? 

We are thrilled that around 35% of all tenants took the time to answer.  We know that all social landlords have seen their satisfaction rates fall (on average) in recent years, and that online surveys tend to lead to lower scores.

However, the results have given us plenty to think about.

Question Percentage

Happy with the housing services provided by the Council

62%

Happy with the overall quality of your home

58%

Satisfied that the Council provides you with home that is safe and secure

68%

Ease of dealing with RBC Housing Services

59%

Satisfied with the way RBC handles repairs & maintenance

44%

Your property is good value for money

65%

Satisfied that RBC keeps you informed of things that matter to you

56%

Satisfied with RBC's approach to handling anti-social behaviour<

52%

Communal spaces are kept tidy, safe and clean by RBC

39%

Happy that RBC listens to your views and acts upon them

42%

You know how to make complaint to RBC

58%

The Council’ Housing Committee has approved the budget for housing services for 2023/24.    At the Committee meeting in March Members will be presented with this Action Plan

Area of concern Action Target

ASB case handling

Review of ASB Policy & Procedure

Sept 2023

Customer Guide to ASB service

Oct 2023

Dealing with RBC's Housing Service

Housing OnLine (HoL) portal

April 2023

Information in Braille & other languages

Summer 2023

More regular newsletters

On-going

Enable tenants to text/WhatsApp

Autumn 2023

Manage expectations – clearer communication

On-going

Repairs handbook

Spring 2023

Tenants handbook

Spring 2024

Customer Service Guides

Complete

NEC Customer Services Module

Jan 2024

Complaints training

April 2023
Communal Areas

Estate Improvement Policy

June 2023

Clearer Comms about "communal areas" & ensure survey questions are specific

On-going

Sign off cleaning checks - part of review of estate cleaning

TBC

SLA for Grounds Maintenance

April 2023

Use "Go Mobile" capability for estate walkabouts

TBC

Estate Action Days (seasonal)

On-going

Additional CCTV

Programme by April 2023

Estate Caretaking – service charge

October 2024
Listening to tenants views Tenant Engagement Strategy Action Plan On-going
Training for all Housing staff on Customer Service April 2023
Upload photos and issues to HoL Summer 2023
Consult tenants on new estates cleaning contract Sept 2023
Establish Social Value contribution April 2023
Repairs and maintenance Recruitment of MCP New repairs contact centre First Contact repair scheduling April 2023
Post inspections of works Enhanced from April 2023
Online ordering of minor repairs  April 2023
Recharge Policy implementation  May 2023
Improve Decent Homes levels Asset Management Plan 2021-2026
Communicate FRA process and actions (Building Safety Act) From Feb 2023
Liaise with Community Services on 'Handyman' service April 2023
Bulky waste removal Complete

We are committed to improving our Housing services and to keeping you informed on how we’re doing – check the website and future newsletters for updates.  Got question? Idea? Contact us on listening@runnymede.gov.uk

back to articles