2023 satisfaction survey action plan
More than 680 residents took part in our tenant and leaseholder satisfaction survey, which was sent to all of our tenants between May and August 2023. Thank you all for feeding back to us about the housing service.
The survey was based around the Regulator of Social Housing’ Tenant Satisfaction Measures, which all social landlords are required to collect data for and report to the Regulator.
We published the summary results of the survey in our January newsletter and have since created an action plan based on the feedback we received.
Your voice our action
We have looked at all of the survey results, together with the Strategic Tenant Advisory Panel, to create an action plan of what is being done this year to make our housing service the best it can be. The action plan includes:
Repairs
- Reviewing all the comments received, to highlight whether there are any specific issues in certain areas and/or for certain types of repair
- Exploring the best ways of raising tenant awareness about the housing service’ health and safety work
Complaints
- Reminding residents what is, and is not, classed as complaint, and of the housing service’ target time for responding to complaints
- Exploring how to improve how the housing service can learn from complaints
- Conducting Tenant Scrutiny Panel review of complaints and/or for certain types of repair
Neighbourhood management
- Advertising cleaning contract standards once the new contract begins
- Reviewing how best to promote work the housing service does to improve neighbourhoods
Anti-social behaviour
- Reminding residents what is, and is not, classed as anti-social behaviour, and what the housing service is, and is not, able to do
- Conducting Tenant Scrutiny Panel review of anti-social behaviour
If you would like to read the full report on the survey results please email tenant.involvement@folkestone-hythe.gov.uk or write to the Tenant Liaison Officer at the council, and we will send copy out to you
Would you like to get more involved in your housing service?
Carrying out this survey is just part of what we do to involve tenants and leaseholders in developing the way we work. If you would like to get more involved in our housing service, perhaps by taking part in more surveys like this, or joining the Strategic Tenant Advisory Panel, please email tenant.involvement@folkestone-hythe.gov.uk or write to the Tenant Liaison Officer at the council and we'll get back to you to let you know more information.
Have your say in the 2024 tenant and leaseholder satisfaction survey
You will receive letter and copy of the survey in May. All you need to complete the survey is the link and your reference number, which will be in the letter.
Please fill in the tenant satisfaction survey and let us know what you think of the housing service.
Don’ forget by completing the survey you could be in with chance to win £50 voucher.
Complete the survey either online or by filling in the paper survey and returning it in the freepost envelope provided. It should only take you around 10 minutes.
Your views are really important to us as they help shape how we run the housing service. The survey closing date is 12 July.
We’ll use the responses to calculate data for annual tenant satisfaction measures, which we are required to report to the Regulator of Social Housing. We will publish the data, and what we plan to do as result, in future issue of the tenant bulletin.