Your views - Tenant Satisfaction Measures survey 2023
About the survey
In June and July 2023, many of you took part in an important survey.
The survey was carried out by post and online. Both leaseholders and tenants were invited to participate in the survey. It focused on how happy you are with the way Arun District Council maintains your homes and delivers key services. The survey was carried out by an independent market research company –Acuity Research and Practice.
The findings will provide a view of the main drivers behind satisfaction levels and the issues residents are most concerned about, informing Arun District Council’s future strategic and operational planning. This report contains key survey results regarding residents’ opinions about their homes and the services received.
A big thank you to everyone who took part!
1,334 residents took part –1,189 tenants and 145 leaseholders.
Overall Service
Over half of residents are satisfied with the overall service provided by Arun District Council (55%). Tenants are considerably more satisfied (58%) than leaseholders (28%).
Tenants:
- Very satisfied: 25%
- Fairly satisfied: 33%
- Neither: 15%
- Fairly dissatisfied: 12%
- Very dissatisfied: 14%
Leaseholders:
- Very satisfied: 6%
- Fairly satisfied: 21%
- Neither: 25%
- Fairly dissatisfied: 23%
- Very dissatisfied: 24%
The Home and Communal Areas
Over half of tenants are satisfied that their homes are well maintained (55%) – leaseholders were not asked this question.
Around six out of ten residents are satisfied that Arun District Council provides a home that is safe (57%), including 59% of tenants and 34% of leaseholders.
Just under half of residents are satisfied that their communal areas are kept clean and well maintained (47%); 49% of tenants and 24% of leaseholders.
Tenants:
- Well Maintained Home: 55%
- Safe Home: 59%
- Communal Areas: 49%
Leaseholders:
- Well Maintained Home: N/A
- Safe Home: 34%
- Communal Areas: 24%
Repairs and Maintenance
Around half of tenants are satisfied with the way Arun District Council deals with repairs and maintenance generally (48%).
More tenants are satisfied with the overall repairs service over the last 12 months (58%).
Additionally, 53% of tenants are satisfied with the time taken to complete their most recent repair.
Leaseholders were only asked about communal repairs and 23% are satisfied with how Arun District Council deals with these.
- Repairs & Maintenance: 48%
- Overall Repairs Service (Last 12 months): 58%
- Time Taken to Complete Last Repair: 53%
- Communal Repairs (Leaseholders): 23%
The Neighbourhood
Over two-fifths of residents are satisfied that Arun District Council makes a positive contribution to their neighbourhood (44%). Some 46% of tenants are satisfied and 27% of leaseholders.
Four out of ten residents are satisfied with Arun District Council’s approach to handling anti-social behaviour (41%). This includes 43% of tenants and 25% of leaseholders.
Tenants:
- Positive Contribution to Neighbourhood: 46%
- Approach to Handling ASB: 43%
Leaseholders:
- Positive Contribution to Neighbourhood: 27%
- Approach to Handling ASB: 25%
Communications and Resident Engagement
Almost two-fifths of residents are satisfied with how Arun District Council listens to their views and acts upon them (37%).
More than four out of ten residents are satisfied that they are kept informed about things that matter to them (45%).
Over half of residents agree that Arun District Council treats them fairly and with respect (55%).
Five out of ten residents are satisfied that Arun District Council is easy to deal with (50%).
Around a quarter of residents that made a complaint in the last 12 months are satisfied with complaints handling (22%).
Tenants:
- Listens & Acts Upon Views: 38%
- Kept Informed: 47%
- Treated Fairly & with Respect: 57%
- Easy to Deal With: 52%
- Complaints Handling: 23%
Leaseholders:
- Listens & Acts Upon Views: 22%
- Kept Informed: 30%
- Treated Fairly & with Respect: 35%
- Easy to Deal With: 29%
- Complaints Handling: 17%
Wellbeing
A similar number of tenants and leaseholders are currently struggling to meet their rent and/or service charge payments (13% and 14%). Although considerably more tenants are struggling with household bills (33%) and food costs (38%).
Tenants:
- Paying Rent or Service Charges: 13%
- Meeting Cost of Household Bills: 33%
- Meeting Rising Food Costs: 38%
Leaseholders:
- Paying Rent or Service Charges: 14%
- Meeting Cost of Household Bills: 13%
- Meeting Rising Food Costs: 17%
Some 14% of residents have accessed food banks or other support in the last 12 months; just 2% of leaseholders, compared with 15% of tenants.
35% of tenants have damp or mould issues in their home (71% have reported the problem to Arun)
Recommending Arun District Council
Residents were also asked how likely they would be to recommend Arun District Council’s Housing Service to other people. This is a 0-10 point rating. Those who would recommend the council score 9 or 10, those that are unsure score 7 or 8 and those who would not recommend them to others score 6 or below.
Around three out of ten residents are very loyal and happy to recommend Arun District Council to other people (27%). However, 22% of residents are unsure and 50% would not recommend them, feeling rather more negative about the council’s housing service.
The ‘Net Promoter Score’ for Arun District Council (the percentage of those who would recommend Arun District Council minus the percentage of those who would not) is -23 (-18 for tenants and -64 for leaseholders).
Tenants:
- Promoters: 29%
- Passives: 23%
- Detractors: 48%
Leaseholders:
- Promoters: 9%
- Passives: 18%
- Detractors: 73%
Improvement Suggestions
Residents were also asked, “What one thing could Arun District Council’s Housing Service improve?”. Comments were received from 680 tenants and 89 leaseholders.
Residents most frequently would like improvements to communications and information, including better communications in general and for staff to listen to them more carefully. Residents also commented that staff could provide more care, empathy and support and that their calls are not always answered.
Other residents suggested that the repairs service could be improved, including the timescales to complete repairs and dealing with outstanding or forgotten repairs.
Top comments – Tenants
- Communications & information - Communications (in general): 60
- Customer services & contact - Care, empathy, support etc: 45
- Property condition - Condition of the property: 45
- Day-to-day repairs - Timescales to complete repairs: 34
- Communications & information - Listen carefully, take interest: 33
- Day-to-day repairs - Outstanding/forgotten repairs: 31
- Customer services & contact - Answering phones: 27
- Property condition - External property maintenance: 27
Top comments – Leaseholders
- Communications & information - Communications (in general): 15
- Customer services & contact - Return call/email: 8
- Property condition - Condition of the property: 8
- Customer services & contact - Answering phones: 6
- Communications & information - Listen carefully, take interest: 4
- Customer services & contact - Care, empathy, support etc: 4
- Day-to-day repairs - Outstanding/forgotten repairs: 4
Your Views
Arun District Council appreciates the time everyone took to complete the survey for us. It is important that through your feedback, we understand the services that work well and those we know can and should be, improved. Where you have said that you are happy for us to, we might contact you to discuss an issue you have raised, invite you to participate in other feedback events or ask for more information.
Carrying out this survey is just part of the work Arun District Council does to involve you in developing services. As well as publishing the results of the survey, Arun District Council plans to put the findings to good use by working with residents to further improve the services they provide.
Thank you once again to everyone who took part.
- Publish findings to residents
- Use findings to plan and improve services, e.g., communications, repairs, and customer service
- Involve residents in shaping service improvements