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Housing annual performance report 2018/19

Customer Landlord Relationship 2018/19

Outcome 2 Communication and Outcome 3 Participation

Our latest tenants survey took place in August 2018 using a face-to-face questionnaire. By carrying out face-to-face interviews we maximised response rates while making sure we involved a representative sample of tenants.

The response from tenants was very positive, especially in areas such as:

  • being kept informed
  • opportunities for participation
  • increased satisfaction with the quality of housing
  • the management of their neighbourhood


The percentage of tenants who are satisfied with the overall service provided has risen from 83.9% in 2013 to 91% in our latest survey. This compares favourably with the Scottish local authority average of 84.3% as shown below.

Tenant satisfaction
Performance Indicator 2013/14 2014/15 2015/16 2016/17 2017/18 2018/19 LA Average 18/19 NLC Performance 2013 - 2019
Percentage of tenants satisfied with overall service 83.9% 84.2% 85.3% 85.3% 85.3% 91.0% 84.3% Improved
Percentage of tenants who feel their landlord is good at keeping them informed about services and decisions 76.6% 74.3% 84.0% 84.0% 84.0% 92.5% 83.1% Improved
Percentage of tenants satisfied with opportunities to participate in landlords decision making process 57.1% 61.6% 68.0% 68.0% 68.0% 92.5% 76.4% Improved
Percentage of complaints responded to within timescale 88.5% 93.9% 93.5% 99.1% 97.9% 98.3% 80.9% Improved

At 92.5%, most tenants were satisfied that the council keeps them well informed. This has increased significantly each year from the 2013/14 return at 76.6% and compares well to the scottish local authority average of 83.1%.

In order to improve satisfaction we have listened to the reasons why tenants are dissatisfied.

Our actions
You said... We did...
You wanted more localised tenant participation services We set up a new in-house participation team with tenant participation officers working in local areas and delivering local events
We should make better use of social media to keep you informed quickly and easily We set up a Facebook page for our tenant participation team so we could keep you updated instantly @nlctenantparticipationteam

We will continue to listen to our tenants and make improvements based on what they tell us. 

Our in-house tenant participation team are there to support tenants and residents with issues that matter to them. There are a wide range of ways to get involved and you can do so at a level that suits you.

To find out about how you can become involved visit our Get Involved web page, or contact the tenant participation team.



Page last updated:
11 Dec 2023

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