Many thanks to all the people who responded to our first digital satisfaction survey that asked: Runnymede Council tenants – what do you think?
We are thrilled that around 35% of all tenants took the time to answer. We know that all social landlords have seen their satisfaction rates fall (on average) in recent years, and that online surveys tend to lead to lower scores.
However, the results have given us plenty to think about.
| Question | Percentage |
|---|---|
|
Happy with the housing services provided by the Council |
62% |
|
Happy with the overall quality of your home |
58% |
|
Satisfied that the Council provides you with home that is safe and secure |
68% |
|
Ease of dealing with RBC Housing Services |
59% |
|
Satisfied with the way RBC handles repairs & maintenance |
44% |
|
Your property is good value for money |
65% |
|
Satisfied that RBC keeps you informed of things that matter to you |
56% |
|
Satisfied with RBC's approach to handling anti-social behaviour< |
52% |
|
Communal spaces are kept tidy, safe and clean by RBC |
39% |
|
Happy that RBC listens to your views and acts upon them |
42% |
|
You know how to make complaint to RBC |
58% |
The Council’ Housing Committee has approved the budget for housing services for 2023/24. At the Committee meeting in March Members will be presented with this Action Plan
| Area of concern | Action | Target |
|---|---|---|
|
ASB case handling |
Review of ASB Policy & Procedure |
Sept 2023 |
|
Customer Guide to ASB service |
Oct 2023 | |
|
Dealing with RBC's Housing Service |
Housing OnLine (HoL) portal |
April 2023 |
|
Information in Braille & other languages |
Summer 2023 | |
|
More regular newsletters |
On-going | |
|
Enable tenants to text/WhatsApp |
Autumn 2023 | |
|
Manage expectations – clearer communication |
On-going | |
|
Repairs handbook |
Spring 2023 | |
|
Tenants handbook |
Spring 2024 | |
|
Customer Service Guides |
Complete | |
|
NEC Customer Services Module |
Jan 2024 | |
|
Complaints training |
April 2023 | |
| Communal Areas |
Estate Improvement Policy |
June 2023 |
|
Clearer Comms about "communal areas" & ensure survey questions are specific |
On-going | |
|
Sign off cleaning checks - part of review of estate cleaning |
TBC | |
|
SLA for Grounds Maintenance |
April 2023 | |
|
Use "Go Mobile" capability for estate walkabouts |
TBC | |
|
Estate Action Days (seasonal) |
On-going | |
|
Additional CCTV |
Programme by April 2023 | |
|
Estate Caretaking – service charge |
October 2024 | |
| Listening to tenants views | Tenant Engagement Strategy Action Plan | On-going |
| Training for all Housing staff on Customer Service | April 2023 | |
| Upload photos and issues to HoL | Summer 2023 | |
| Consult tenants on new estates cleaning contract | Sept 2023 | |
| Establish Social Value contribution | April 2023 | |
| Repairs and maintenance | Recruitment of MCP New repairs contact centre First Contact repair scheduling | April 2023 |
| Post inspections of works | Enhanced from April 2023 | |
| Online ordering of minor repairs | April 2023 | |
| Recharge Policy implementation | May 2023 | |
| Improve Decent Homes levels | Asset Management Plan 2021-2026 | |
| Communicate FRA process and actions (Building Safety Act) | From Feb 2023 | |
| Liaise with Community Services on 'Handyman' service | April 2023 | |
| Bulky waste removal | Complete |
We are committed to improving our Housing services and to keeping you informed on how we’re doing – check the website and future newsletters for updates. Got question? Idea? Contact us on listening@runnymede.gov.uk
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