Tenant satisfaction survey 2023
During October to November 2023, 1200 randomly selected tenants took part in the Tenant Satisfaction Survey.
The survey questionnaire was developed by Council staff and piloted by members of the East Ayrshire Federation of Tenants and Residents. The support of the Federation was extremely valuable in helping to formulate the final questionnaire.
Survey results
Key findings from the survey have shown that overall, the majority of tenants are satisfied with the service they receive from the Council.
The majority of tenants are also satisfied with the individual elements of the service provided, for example:
- repairs service
- housing quality
- information provision
- neighbourhood management
Whilst we are pleased with the feedback received, we have noted within the survey that there are areas where investigation or improvement can be moved forward. We will work in partnership with the East Ayrshire Federation to update our action plan that will look at improving our service.
Please see table below highlighting key findings and comparisons from previous surveys and annual returns on the charter Scottish average.
Scottish Social Housing Charter Indicators - 2017, 2020 and 2023 comparison
| Survey questions | 2017 | 2020 | 2023 | Annual Returns Charter 22/23 |
|---|
| 1 - Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by your landlord? (Percentage very/fairly satisfied) |
86.9% |
91.9% |
90.3% |
86.7% |
| 2 - How good or poor do you feel your landlord is at keeping you informed about their services and decisions? (Percentage very/fairly good) |
88.3% |
90.6% |
98.8% |
89.7% |
| 5 - How satisfied or dissatisfied are you with the opportunities given to you to participate in your landlords decision making processes? (Percentage very/fairly satisfied) |
85.6% |
76.3% |
98.2% |
85.6% |
| 7 - Overall, how satisfied or dissatisfied are you with the quality of your home? (Percentage very/fairly satisfied) |
88.8% |
87.4% |
86.3% |
84.2% |
| 12 - Thinking about the LAST time you had repairs carried out, how satisfied or dissatisfied were you with the repairs service provided by your landlord? |
85.1% |
88.4% |
89.3% |
88.0% |
| 13 - Overall, how satisfied or dissatisfied are you with your landlord's contribution to the management of the neighbourhood you live in? (Percentage very/fairly satisfied) |
87.0% |
84.9% |
93.9% |
84.3% |
| 25 - Taking into account the accommodation and the services your landlord provides, do you think the rent for this property represents good or poor value for money? (Percentage very/fairly good) |
83.6% |
84.6% |
88.0% |
81.8% |