As part of our ongoing commitment to seek the
views of tenants, in June 2010 the Council commissioned BMG
Research (BMG), an independent research company, to carry out a
telephone survey amongst our customers.
The overall objective of the survey was to
gather levels of customer satisfaction with the Council in key
landlord service areas.
A telephone satisfaction survey of customers was
carried out during July 2010. In total, 5,678 telephone contacts,
were utilised by BMG to achieve a total of 650 interviews.
Targets were set by tenure with 520 general
needs interviews taking place and 130 with tenants in sheltered
accommodation.
Some of the key results include
- The vast majority of tenants (85%) are
satisfied with the overall quality of their home. Amongst
sheltered tenants, the proportion was 95%
- 84% of tenants are satisfied with the general
condition of the property they live in
- 86% are satisfied with their neighbourhood as a
place to live and only 10% are dissatisfied
- 82% are satisfied that the rent they
pay represents value for money
- Almost 82% are satisfied with the repairs and
maintenance service
- 82% think the council is good at keeping them
informed, and a similar proportion (80%) are satisfied that
the Council takes their views into account
The survey also showed that the majority of
tenants who had been in contact with the Council found it easy to
get hold of the right person (82%) and the vast majority (90%),
found the member of staff helpful. Three quarters (75%) were
satisfied with the outcome of their contact with the Council.
Download a full copy of the satisfaction report (Adobe
PDF format, 2.78mb)
Contact us
For more information regarding the tenant satisfaction please
contact Peter Morrison.
Tel: 01695585237
Email: Peter.Morrison@westlancs.gov.uk
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