Tenant Satisfaction Measures - 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

52.4%

Of repairs completed within target timescale

94.9%

Of emergency repairs completed within target timescale

66%

Satisfied the home is well maintained

47.7%

Of homes that do not meet the Decent Homes Standard

Maintaining Building Safety

68%

Satisfaction that the home is safe

99.7%

Gas safety checks completed

99.8%

Fire safety checks completed

97.3%

Asbestos safety checks completed

100%

Water safety checks completed

93.6%

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

20.8

Stage 1 complaints per 1,000 homes

41.9%

Stage 1 complaints responded to within Complaint Handling timescales

4.2

Stage 2 complaints per 1,000 homes

100%

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

34.6

Cases of anti social behaviour per 1,000 homes

1.6

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.