Friday, 30 August 2013

Housing services - tenant satisfaction high

A survey of more than 1,400 Council tenants has revealed that overall satisfaction with North Ayrshire Council’s Housing Service is very high - 91% of respondents indicated they were either ‘very satisfied’ or ‘fairly satisfied’ with NAC as their landlord.

The results of the 2013 Tenant Satisfaction Survey were presented to a recent meeting of the local authority’s ruling SNP Cabinet.  Through a series of face-to-face interviews, tenants were given the opportunity to share their views on the Council’s delivery of housing and related services, including in areas such as customer care, estate management and tenant participation opportunities.

Findings included positive feedback on customer service, with 98% reporting satisfaction with overall customer care when visiting Council offices and 85% content with the quality of advice and assistance offered through the telephone service.  This represented an increase of 26% compared to the 2011 survey.

In addition, 96% of tenants were satisfied with the service provided by the Housing Benefits team, and 93% reported they were content with the landlord’s management of the local neighbourhood.  There was also increased satisfaction in the way Council staff manage complaints of anti-social behaviour.

However, while the overall results were positive, the survey also identified areas of concern for tenants, including a need to raise awareness of home visits for older residents or those with a disability, the assistance available in relation to rent arrears, and the range of tenancy support services.  A Council spokesperson said an ‘action plan’ is being developed to target the areas identified as needing improvement.

Cllr Anthea Dickson, North Ayrshire Council’s SNP Cabinet member for Health and Social Care, said, “I am delighted that overall satisfaction with the Council as a landlord is high - highlighting that our on-going efforts to meet the needs and expectations of our tenants are proving fruitful.
“This large survey is extremely valuable to the Service because although we are delighted to accept the extremely positive results, it is important that we continue to listen to all of the feedback and address the concerns that have been identified for further development.”

Cllr Dickson thanked Council staff “for their commitment to continuous improvement.”

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