Decision details

The Case Manager lead for Housing Customer experience gave an overview of the Tenant Satisfaction Measures Survey highlighting the key points from a PowerPoint presentation. The 82% of Safe homes and 86% as neighbourhood as a place to live. A regulatory requirement since April 2023 with the data being reported April 2024, two surveys results being completed every six months. The overall satisfactions being reported at 76% with a decrease by 1% since November. The increase and decrease in satisfaction, the areas of improvements including ASB, Communal areas, ground maintenance, listening to tenants and complaint. The interesting findings from the survey only 11% of tenants expressed an interest in becoming more engaged with the Council. 67% of tenants use the internet and 33% do not have access to the internet. The Housemark shows that satisfaction has steadily fallen over the last 2 years, on average a fall of 5% since the pandemic. Therefore, a 1% fall in overall satisfaction at SWT should not be unexpected.? Acuity report that amongst the 50 landlords that they work with, the average overall satisfaction is 72%. Our overall satisfaction is 76%. When comparing the 50 landlords that Acuity work with, Somerset Council has reported a higher-than average satisfaction score in the following areas: Well-maintained home, safe home, repairs, time taken to report a repair, positive contribution to the neighbourhood, kept informed.

The average satisfaction score for ASB was 59%- this shows that nationally tenants are dis-satisfied and the average score for complaints was 36% - this shows that nationally tenants are dis-satisfied. The next steps include colleagues will talk to the tenant strategic group about the improvement plans in their area of business. The council needs to put in an Action plan to address the areas of improvement. The Action Plan will need to be documented and evaluated in TSG meetings.? Acuity tell us that the main drivers for Customer Satisfaction are tenant’s homes being well maintained and being treated fairly and with respect and therefore, Somerset Council must keep an emphasis on the repairs service and communication.

During discussion of this item the following comments/questions were raised (summarised):

·       Somerset employees being granted a license for communal land.

·       To have a break down summary for the areas of improvements such as communal areas and ground maintenance.

·       More communication about grounds maintenance such as grass cuttings due to the Council prioritises of a greener, more sustainable Somerset to understand why some areas may not have had grass cut.

·       The deterioration of flats in areas that has already been raised previously and continues to deteriorate rapidly causing more problems and this could have been addressed prior.

Resolved to note the presentation.