Tenant Satisfaction Measures - Survey Results 2023/24
Survey Results 2023/24
Overview
Southampton City Council commissioned an independent survey company, Acuity Research and Practice to undertake the customer survey on our behalf. The survey was undertaken by telephone interview and online through January and February of 2024. There were a total of 1,674 responses. 1,271 by telephone interview and 403 online. This is approximately 11% of tenants.
Southampton City Council’s satisfaction levels are shown as percentages below, the percentages and numbers provided come from both the perception survey carried out and performance data:
Overall Satisfaction
64%
Satisfaction with overall service
Keeping Properties in Good Repair
72%
Satisfied with repairs
66%
Satisfaction with time taken to complete most recent repair
51%
Of repairs completed within target timescale
66%
Satisfied the home is well maintained
47%
Of homes that do not meet the Decent Homes Standard
Maintaining Building Safety
68%
Satisfaction that the home is safe
99%
Gas safety checks completed
99%
Fire safety checks completed
88%
Asbestos safety checks completed
100%
Water safety checks completed
93%
Lift safety checks completed
Respectful and Helpful Engagement
54%
Satisfied we listen to tenant views and act upon them
64%
Satisfied we keep tenants informed about things that matter to them
70%
Satisfied we treat tenants fairly and with respect
Effective Complaint Handling
25%
Satisfied with our approach to handling complaints
21
Stage 1 complaints per 1,000 homes
41%
Stage 1 complaints responded to within Complaint Handling timescales
2
Stage 2 complaints per 1,000 homes
97%
Stage 2 complaints responded to within Complaint Handling timescales
Responsible Neighbourhood Management
62%
Satisfied we keep communal areas clean and well maintained
57%
Satisfied we make a positive contribution to neighbourhoods
48%
Satisfied with our approach to handling anti social behaviour
35
Cases of anti social behaviour per 1,000 homes
1
Case of hate crime per 1,000 homes
Further information
Keep an eye out for our full report later in the year on how we are responding to all the feedback received from the tenant survey and our plans for improvement.
We value feedback throughout the year and if you would like to be more involved then please contact our Tenant Engagement Team on Tel. 023 8083 3185.
