Tenants satisfied with council housing service

East Lothian Council

East Lothian Council

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Council tenants in East Lothian have reported high levels of satisfaction with the Community Housing Service, a survey shows.

In November 2013, Knowledge Partnership, an independent market-research company, carried out a customer satisfaction survey, gathering responses from 1,739 tenants about the services they receive and their thoughts on issues the council could do better.

Eighty-four per cent were satisfied with the council’s housing service, with 85 per cent happy with the housing repairs service.

Eight-six per cent of respondents were satisfied with the quality of their homes and 89 per cent were satisfied with the way in which their neighbourhoods were managed by East Lothian Council.

The service is now reviewing all the feedback and this will be used to gauge the council’s overall performance as a landlord.

It will also lead to focus groups later on the year, where tenants can help to identify areas for further improvement.

The council’s housing spokesperson, Councillor Norman Hampshire, said: “The tenants who took part in the survey are making a huge contribution to shaping the Community Housing Service.

“It was particularly heartening to see that on so many questions – for example, overall satisfaction, neighbourhood management, repairs and rent being value for money – we scored better than comparator organisations.

“The survey also helped us to see where we could still do better and we are looking forward to working with East Lothian Tenants and Residents Panel and tenants’ focus groups to help us see what we can do to keep improving our services.”

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