Tenant Satisfaction Survey 2023

The Results!  … what you told us

Caerphilly Homes runs a tenant satisfaction survey every 2 years. These are the results for the most recent one we finished late last year. We compare all of the results over time so we can find out what we’re doing well and what we need to improve. The results are also used by the Welsh Government to monitor satisfaction across all community landlords in Wales.

Thank you to everyone who took the time to complete the survey as we had a much bigger response this time.

Our overall satisfaction is 1% lower than it was in 2021, but with the cost-of-living crisis, last year was hard for everyone so our satisfaction score still matches other Councils.

However, there continues to be a big difference by age as only 67% of those aged under 50 give us a positive score, compared to 85% of tenants aged 65 and above.

  • 3036 tenants took part
  • 29 % response rate
  • 76% are satisfied with Caerphilly Homes
    • 11% neither
    • 14% dissatisfied

Key satisfaction scores: 

  • 81% safety and security of home
  • 77% neighbourhood as a place to live
  • 76% rent value for money
  • 73% quality of home
  • 73% trust Caerphilly Homes
  • 71% service charge value for money
  • 68% repairs & maintenance overall
  • 58% listens to views and acts on them
  • 55% having a say in service management
  • 52% taking part in decision making
  • 51% dealing with anti-social behaviour

These are the other key results that the Welsh Government uses to compare tenant satisfaction with all community landlords across the country. Our results are similar to 2021, with the majority of tenants being happy with their homes, neighbourhoods and value for money.

It is normal for some questions to have lower scores, but it is good to see that 3 of the bottom 4 have improved since 2021.

Satisfaction with how anti-social behaviour is handled has fallen and is below average compared to other Councils. We want to improve this.

Repairs and maintenance

For the 2nd survey in a row, repairs have the most impact on overall satisfaction. We know this is partly because 23% of all dissatisfied tenants say they feel this way because they are waiting for repairs or maintenance work to be completed.

However, most tenants are still satisfied with their last repair (79%). There is also support from many tenants for extending repairs appointments times, especially Saturday mornings.

  • 68% are satisfied with the repairs and maintenance service overall
    • 34% very satisfied
    • 34% fairly satisfied
    • 10% neither
    • 12% fairly dissatisfied
    • 10% very dissatisfied

Communication

  • 79% find us easy to deal with, which continues to be one of the best predictors of overall satisfaction
  • Communication & engagement ... scores have improved a little to around 55%, being at or above average for Councils in Wales.
  • 53% of you are keen for us to provide an online customer portal for things such as reporting repairs, viewing rent statements or contacting us

Your home

  • 73% are satisfied with quality of the home, which has unfortunately gone down by 2%
  • Safety & security gets a high rating of 81% from tenants, but is still one of the best predictors of overall satisfaction
  • Window replacements is the most common suggestion for improving your home, including 1 in 10 tenants who are dissatisfied

Affordability

  • 76% are satisfied with rent value for money, but this is lower for the under 35s
  • Cost of living - 51% know there is a dedicated support team to offer one-to-one advice and support people experiencing financial difficulties.
  • The small number of you who pay a service charge rate its value for money above average at 71%

Neighbourhoods

  • 77% are satisfied with their neighbourhood as a place to live
  • 51% are satisfied with how we deal with anti-social behaviour. We need to improve as this score is down 3%
  • Grounds maintenance … is now a good predictor of overall satisfaction having fallen by 6% since 2021 to 60%                          

What is important to you?

We asked you to tell us in your own words why you are satisfied or not. The main issue is: Repairs and maintenance

The most common reason tenants give for being satisfied is having repairs completed quickly (25%), but repairs that haven’t been completed is also the main reason for being unhappy (23%)

The topics that are important to you are:

  • Property improvements, especially windows, doors and mould/damp
  • Customer service, with many satisfied tenants praising our staff
  • Neighbourhoods, especially anti-social behaviour

Thank You …

… again to everyone who took part in the survey. We will take all the feedback into consideration when planning improvements to our services.

Didn’t complete our survey this time round? We will be running this survey every 2 years so you will have a chance next time. We also welcome your feedback all year round.

For more information, please call 01443 811433 / 01443 811434 or email tenantinvolvement@caerphilly.gov.uk