- Those who are not ‘very satisfied’ with the service provided by their landlord would most like improvements to services concerning their property; a fifth would like improvements to the repairs service and the same proportion would like more consideration given to accommodation needs, generally. 10% suggest improving communal areas
- Tenants also mention improving relationships between tenants and the Housing Service; 10% suggest a better manner/treatment of tenants and 9% would like better engagement and communications with tenants
Suggested improvements as a Housing Service
Summary
What could we do better as a Housing Service to support you?
Base: Those who are not ‘very satisfied’ (582)
| wdt_ID | Key themes | Percentage (%) |
|---|---|---|
| 1 | Improvement to repairs service – improve quality of repair, do repairs that need doing, quicker service, fix them properly first time around, better times | 20 |
| 2 | Accommodation – ensure appropriate for needs (e.g. not overcrowded, consider accessibility needs), more maintenance to properties, address health risks like mould or rodents | 20 |
| 3 | Improve communal areas e.g. more regular/thorough cleaning, better lighting, decoration and maintenance, improve bins, better storage areas/sheds | 10 |
| 4 | Better manner/treatment of tenants – listen to tenants, be more polite and helpful, treat tenants equally | 10 |
| 5 | Improve engagement/communications with tenants – more presence in community, more communication/updates, be more contactable | 9 |
| 6 | Help for tenants – help resolve issues with neighbours, help with property or garden maintenance | 8 |
| 7 | Better management of issues/complaints – resolve issues better/quicker | 7 |
| 8 | Feel well supported/fine as it is | 3 |
| 9 | Quicker and more helpful responses/support | 3 |
| 10 | Address safety concerns – such as ASB, lack of security doors | 3 |
| 11 | Other | 6 |
| 12 | N/A /No relevant comment | 22 |
“The repairs although always arranged efficiently and quickly are often not very well done, sometimes having to be redone, and on occasion not the best person for the job will be sent.”
“To be honest we need a bigger house. I have been waiting five years and my teenage son and daughter are sharing a bedroom. My son has special needs. I need help with finding a new house.”
“Overall to provide a better customer service, and a more polite and helpful attitude. There is a definate [sic] lack of understanding and patience when employees are dealing with tenants etc., with regard to how a tenant is spoken to and as well as on quite a few occasions not listened to properly. More face to face contact would be of benefit for many tenants, but also employees being more professional on the telephone would help.”
