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Housing annual performance report 2018/19
Contents
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
Indicators
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.
| 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.
| 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.