Carried out every year, Tenant Satisfaction Surveys play a vital role in helping us to improve our service to you as tenants. They are the perfect opportunity to tell us how you feel about the service, as they tell us how we are doing, where we need to focus our attention, as well as the areas that you feel we do well in.
Here you can see this year’s results, compared to last year’s as well as some information on our plans to improve based on these results.
1 – Overall
2 – Repairs
3 – Home Safety
4 – Tenant engagement and communication
5 – Fairness and respect
6 – Complaints
7 – Communal areas
8 – Neighbourhood contribution
9 – Anti-social behaviour
Overall
1: Proportion of respondents who report that they are satisfied with the overall housing service
Satisfaction with our overall service as fallen slightly this year. This is not unique to Hull. Tenant satisfaction in social housing across England – including councils and housing associations – has dropped generally over the past year.
What we’re doing to improve:
- Continuing to work with tenant groups to spot areas for improvement and put action plans in place
- Increasing our spending on improvements to existing homes and building new homes
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Repairs
2: Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repair service
3: Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair
4: Proportion of respondents who report that they are satisfied that their home is well maintained
Across England, repairs and property condition generate more complaints than any other housing issue. In Hull, satisfaction with the time taken to complete repairs has improved slightly and remains well above the national average. Tenant satisfaction with the maintenance of their homes, meanwhile, has remained stable.
What we’re doing to improve:
- Operating a new appointment system for certain types of repair, to stop tenants having to wait at home for the repair
- Improving response times for requests for non-emergency repairs
- Working with our contractor, KWL, to reduce overdue and cancelled repair orders
- Reviewing every part of our adaptations service
- Continuing to carry out home condition surveys and gas and electrical safety inspections
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Home Safety
5: Proportion of respondents who report that they are satisfied that their home is safe
Tenant engagement and communication
6: Proportion of respondents who report that they are satisfied that Hull City Council housing services listen to tenant views and act upon them
7: Proportion of respondents who report that they are satisfied that Hull City Council housing services keep them informed about things that matter to them
Across England, acting on tenant feedback is one of the more challenging areas for landlords. In Hull we have an active community of tenant representatives, and we welcome more tenants to get involved in sharing their views and shaping our service.
What we’re doing to improve:
- Encouraging tenants to use the myHousing app to report repairs and manage their accounts
- Supporting tenant-led groups such as the Multi-Storey Living Group to review and update the way we provide services
- Continuing to work with tenants to produce the regular Hull Housing News tenants’ magazine, with frequent news and information updates on our new Housing Updates web page
- Working with customer services and KWL to keep tenants updated about progress with complaints, repairs, and queries
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Fairness and respect
8: Proportion of respondents who report that they agree Hull City Council housing services treat them fairly and with respect
Satisfaction is almost the same as last year, remaining above the national average. Across England, being treated fairly and with respect is consistently one of the strongest results reported by tenants.
What we’re doing to improve:
- Carrying out extra training for officers on equality and diversity
- Working with tenants as part of the Stop Social Housing Stigma campaign to promote the need to respect tenants and their homes
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Complaints
9: Proportion of respondents who report making a complaint in the last 12 months who are satisfied with Hull City Council’s approach to handling housing complaints
Satisfaction with complaint handling in Hull has improved significantly. Complaint handling is a national challenge for landlords, with the Housing Ombudsman reporting high numbers of housing complaints across England, especially as new legislation makes it easier for tenants to raise concerns.
What we’re doing to improve:
Working with customer service teams and tenants to monitor feedback on our complaints handling and spot opportunities to keep improving
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Communal areas
10: Proportion of respondents with communal areas who report that they are satisfied their communal areas are kept clean and well-maintained
Satisfaction with communal areas has improved slightly and remains above the national average. Tenants’ responses vary depending on whether they share entrances, corridors, gardens or other communal spaces.
What we’re doing to improve:
- Working with tenant groups to monitor and improve cleaning and maintenance
- Conducting patch walks to identify areas for improvement
- Continuing to work with tenant groups such as the Multi-Storey Living Group who recently were involved in updating the Service Level Agreement on cleaning communal areas
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Neighbourhood contribution
11: Proportion of respondents who report that they are satisfied that Hull City Council housing services make a positive contribution to their neighbourhood
Satisfaction is still above the national average. Across England, neighbourhood issues tend to receive lower satisfaction scores because they can be influenced by factors and incidents that are not under the control of a landlord, such as crime or privately-owned services and businesses.
What we’re doing to improve:
- Continuing to work in partnership with other organisations such as the police, health services, and other parts of the council including adult social care and Streetscene
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Anti-social behaviour
12: Proportion of respondents who report that they are satisfied with Hull City Council’s approach to handling anti-social behaviour
Satisfaction has fallen and is below the national average. This is a challenge for landlords nationally, with the Housing Ombudsman also reporting large numbers of anti‑social behaviour complaints across England.
What we’re doing to improve:
- Working with our contractor, KWL, to reduce the number of empty homes (which can attract anti-social behaviour) by getting them ready for new tenants to move into more quickly
- Carrying out targeted communications campaigns to encourage tenants to report anti-social behaviour, explaining what happens following a report, and how we work with other organisations to tackle and prevent nuisance
- Growing our team of anti-social behaviour officers to patrol neighbourhoods and support residents
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