The tenant satisfaction survey results are in!
More than 680 of you took the time to respond to our tenant satisfaction survey last summer and told us what you think about the housing service.
Congratulations to the three winners of our prize draw, one tenant from Cheriton, one from Folkestone and one from New Romney, who have each received a £50 Love2Shop voucher!
We are required to report tenant satisfaction data to the Regulator of Social Housing, which also enables us to see how we compare to other social landlords across the country.
We very much value your feedback and we will be working with the Strategic Tenant Advisory Panel (STAP) to complete an action plan based on the findings from the survey. We will tell you about the survey action plan in our next tenant bulletin, and you can read more about the Strategic Tenant Advisory Panel on page 10 of this newsletter.
| Overall satisfaction with the housing service | 71% | +3% from 2022 |
| Satisfaction with repairs | 72% | +4% from 2022 |
| Satisfaction with time taken to complete most recent repair | 66% | +5% from 2022 |
| Satisfaction that your home is well maintained | 70% | +5% from 2022 |
| Satisfaction that your home is safe | 78% | +13% from 2022 |
| Satisfaction that we listen to and act on your views | 55% | +6% from 2022 |
| Satisfaction that we keep you informed about things that matter to you | 71% | +9% from 2022 |
| Agreement that we treat you fairly and with respect | 72% | +4% from 2022 |
| Satisfaction with our approach to handling complaints | 34% | 16% from 2022 |
| Satisfaction that we keep communal areas clean and well maintained | 70% | No change from 2022 |
| Satisfaction that we make a positive contribution to your neighbourhood | 59% | +11% from 2022 |
| Satisfaction with our approach to handling anti-social behaviour | 54% | +3% from 2022 |
Listening to your comments
We highly value tenant engagement. It's important to us that our tenants have a say in how we do things. Through engagement we aim to foster a culture of mutual trust and respect.
Visit the council's ‘Get Involved’ webpage to see the variety of ways you can have your say and get involved in service delivery, together we can cocreate a great housing service.
Your Tenant Handbook
The tenant handbook contains lots of useful information about living in your home and community.
You'll get a better idea of how and who to contact when you read the handbook. It will also provide examples of when you should contact us and when we, as your landlord, will contact you.
Your tenancy agreement is the contract between us and you. The handbook does not replace your tenancy agreement. However, it will help you understand what to expect from us as your landlord and what we expect of you as a tenant.
The handbook has been broken down into shorter sections so you can find what you need quickly and easily. The sections are as follows:
- Introduction
- Moving Home
- Your tenancy
- Have your say
- Keeping in touch
- Paying your rent
- Health safety & security
- Living in your community
- Keeping your home in good condition
- How to report a problem with your home
You can view the handbook on our website. Hard copies are also available upon request for those who are unable to access our website.