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On Thursday 12 June, the Executive will discuss the latest Tenant Satisfaction Measures (TSMs), which show a marked improvement in the services it provides to council tenants.
The council’s 2024/25 TSMs, which are compiled annually and reported to the Regulator of Social Housing, show an overall improvement in tenant satisfaction, which has risen to 58.2%, and improvements across all 12 perception measures, most notably in the areas of housing repairs, maintenance, and feeling informed.
This positive picture is reflected in the 12 management information measures which show an improvement in the number of routine repairs completed on time, an increase in the number of complaints handled within set timescales, and a decline in the number of homes failing to meet required standards.
To inform the 2024/25 TSM results, 2,851 households were invited to complete a tenant satisfaction survey at the start of the year. A total of 550 verified survey responses were received, which could be completed online, over the phone or on paper.
Speaking about the results, Louise Strongitharm, the council’s Strategic Director for Communities, said: “Tenant Satisfaction Measures are a tool that allows tenants to scrutinise our performance.
“I’m pleased tenants feel the services they receive from us are getting better as we’ve been working hard to improve our processes and invest in our homes.
“More tenants completed the survey this time, which is also encouraging because it’s important that tenants feel heard and trust that when they engage with the council, we will listen.
“The survey findings will be reviewed by the service and the resulting actions fed into our housing improvement programme.
“Whilst the progress is promising, we are not complacent as we know we still have much to do.”
If approved, the TSMs will be formally submitted to the regulator at the end of June.