Top Results from Customer Satisfaction Survey

Published: Thursday 18 May 2023

This image is a graphic with a clipboard and writing on it to signify the survey carried out by Housing

A customer satisfaction survey programme has operated since 2009.

As part of our commitment to ongoing service development and improvement, the aim of the survey programme is to obtain reliable and comprehensive feedback from customers on their experience of the services we provide. The responses received are used to recognise the overall levels of satisfaction with our services and to help identify areas for further improvement and development.

The most recent customer satisfaction survey, carried out during October and November 2022, was designed to obtain tenants’ views on:

Satisfaction with overall service
The quality of information provided
Tenant involvement/opportunities for participation
Quality of the home
Management of neighbourhood
Rent and value for money

Survey Results

The survey was conducted by an independent company, using a sample size of 1607 tenants (in line with recommendations from the Scottish Housing Regulator). These tenants were selected to represent the population profile and geography of South Lanarkshire.

The table below shows the results from the survey and provides a comparison with the previous customer satisfaction survey undertaken in 2018.

Survey Areas	2022	2018	% Change
Satisfaction with overall service	91.91%	90.26%	UP 1.65%
Quality of information provided	96.14%	92.38%	UP 3.76%
Tenant involvement/opportunities to participate	97.33%	91.13%	UP 6.20%
Quality of home	90.60%	85.56%	UP 5.04%
Management of neighbourhood	89.48%	85.69%	UP 3.79%
Rent and value for money	94.77%	89.38%	UP 5.39%

The survey results show an increase in satisfaction across all areas, with an improvement of more than 5% achieved in relation to ‘tenant involvement/opportunities to participate’, ‘quality of home’ and ‘rent and value for money’.

Sharon Egan, Head of Housing Services, said: “We are delighted with the results of the survey.
To have improved on the high satisfaction results of the previous survey is impressive and I am pleased to see that the hard work and dedication of staff across the Resource is reflected in how tenants view and
value our services.

“I would also thank the tenants who participated in the survey for taking the time to give their views.”

Results from the survey will be used to update satisfaction figures reported through the Scottish Social Housing Charter and will be published nationally, allowing us to benchmark our performance against other Local Authorities and Registered Social Landlords.