STAR Survey/Tenant Satisfaction Survey
At the start of 2017 Wealden council tenants and retirement living leaseholders were sent a satisfaction survey by Kwest Research asking them about their views on the services that housing provide. 39% of tenants and leaseholders responded.
These surveys are carried out approximately every 5 years with the last survey in 2013. Most of the questions are standardised so that housing providers can compare their performance against other providers, although we do ask a number of additional questions to help us tailor our services to tenants and leaseholders needs.
Why carry out these surveys?
Apart from allowing the Council to compare it’s performance it allows us to look at where and how we can improve our services to tenants and leaseholders and where new services may be needed.
The key findings of the survey were:
Taking everything into account, 90% of tenants/leaseholders are satisfied with the service provided by Wealden District Council as it’s landlord. This has remained static since the 2013 survey and puts Wealden in the upper quartile when benchmarked against other stock retained local authorities for general needs and older people’s housing.
- 88% of tenants/leaseholders are satisfied with the quality of home. This is a decrease of 2% on the 2013 figure however, when benchmarked against our peers it still puts Wealden in the top quartile.
- Overall 86% of tenants/leaseholders are satisfied with the area as a place to live. This overall figure is down 2% on the 2013 STAR survey results. There is a marked difference between general needs satisfaction at 86.5% putting Wealden in the second quartile when benchmarked against our peers compared to retirement living where satisfaction levels are at 96.6% putting Wealden in the top quartile.
- 90% of tenants/leaseholders are satisfied that their rent provides value for money. This is an increase of 1% on the 2013 results and again when benchmarked against our peers puts Wealden in the top quartile.
- 77% of tenants/leaseholders are satisfied with the value for money that their service charge provides. This is an increase of 1% on the 2013 figure and puts Wealden in the top quartile when benchmarked against our peers.
- 85% of tenants/leaseholders are satisfied with the way Wealden District Council deals with repairs and maintenance, this shows an increase of 2% on the 2013 survey results and puts Wealden in the top quartile when benchmarked against our peers.
- 66% of tenants/leaseholders are satisfied that Wealden District Council listens to views and acts upon them. When compared to the same question from the 2013 survey there is a drop of 4%. When benchmarked against our peers the satisfaction expressed by general needs tenants puts Wealden in the second quartile with satisfaction levels at 65.8% and the third quartile for retirement living at 72.3%.
We also asked a range of new questions to help us understand our tenant’s needs and found the following:
- 50% of tenants/leaseholders have access to the internet at home with 53% using the internet and 28% using the Council’s housing pages.
- 86% of tenants/leaseholders have a bank account, with 11% of respondents choosing the “prefer not to say” option.
- 61% have of tenants/leaseholders have debts (15% of respondents chose the “prefer not to say” option) of which 15% have credit card debts, a decrease of 40% on the previous survey.
- 63% of tenants/leaseholders have contents insurance.
- Only 25% of tenants/leaseholders are aware of the Council’s free training programme for those aged 19+ called Street Learning.