Tenant Satisfaction Survey 2024

West Lancashire Borough Council - Tenant Satisfaction Survey 2024

Prepared by Information by Design

Tenant Perception Survey - Report (PDF 1737KB)

Introduction

This report contains a summary of the findings from the ‘Tenant Satisfaction’ survey commissioned by West Lancashire Borough Council (WLBC) and conducted by Information by Design (IbyD).

The overall objective of the work was to gather data from Council tenants in line with the Regulator of Social Housing’s (RSH) Tenant Satisfaction Measures (TSM).

The TSMs include questions on the housing services provided by the Council, the quality of their homes, the standard of services delivered and whether they feel
informed, valued, and treated fairly and with respect.

A ‘self-completion’ approach was used, using a full census of tenants (all Council tenants were asked to complete the survey). Fieldwork took place from October to
December 2024.

All tenants were initially sent the questionnaire by post and were able to complete it either by post or online using a unique ID number.

The achieved sample size in the survey was 961 responses, higher than the target of 543 required to achieve the confidence interval of +4% as stipulated in the RSH’s
guidance. A TSM survey was also conducted in 2023/24. This used a sample of tenants (rather than the census used in this 2024 survey) and achieved a total of 720
responses.

Results presented in this report are based on weighted data. The results do not include the respondents who answered “not applicable/don’t know” to TP05, TP06,
TP07, TP08, TP11 and TP12, as guidance states that these options should be excluded when calculating the TSMs.

An ‘easy-read’ version of the results will be published on the website.

TSM Key Metrics

Overall Satisfaction - 62%

Just over three-fifths of tenants (62%) were satisfied with the overall services provided by West Lancashire Borough Council.

This was slightly lower than in 2023/24, when 65% were satisfied but the difference is not statistically significant (the difference is not sufficiently large for us to assume that it is a real difference rather than one which has arisen due to chance).

The highest levels of satisfaction were with keeping communal areas clean and well maintained (67%), that the home is safe (65%) and that the Council treats tenants fairly and with respect (64%).

The lowest level of satisfaction was with handling complains (33%). Other areas with lower satisfaction were WLBC’s approach to handling anti-social behaviour (43%) and that WLBC makes a positive contribution to neighbourhoods (44%).

Home and Repairs

Satisfaction with repairs - 59%

Time taken to complete repair - 52%

Home well maintained - 60%

Home safe - 65%

Engagement & Complaints

Listens to views and acts - 49%

Kept Informed - 50%

Fairly and with respect - 64%

Satisfaction with handling complaints - 33%

Neighbourhood Management

Communal areas clean and well maintained - 67%

Positive contribution to neighbourhood - 44%

Approach to handling antisocial behaviour - 43%

Overall Satisfaction

Overall, 62% of tenants were satisfied with the services provided by WLBC, with 30% very satisfied and 32% fairly satisfied.

15% were neither satisfied nor dissatisfied and 23% were dissatisfied.

There are differences in overall satisfaction by category. Tenants living in Category 1 and Category 2* were more satisfied than tenants living in General Needs housing.

* Housing that is part of WLBC’s ‘Independent Living Scheme’

Overall Satisfaction

Very satisfied - 30%

Fairly Satisfied - 32%

Neither satisfied nor dissatisfied - 15%

Fairly Dissatisfied - 13%

Very Dissatisfied - 10%

Satisfaction by Category

Category 1 (n=103)

Very Satisfied - 78%

Neither - 8%

Very/Fairly Dissatisfied - 15%

Category 2 (n=70)

Very Satisfied - 72%

Neither - 8%

Very/Fairly Dissatisfied - 20%

General Needs (n=776)

Very Satisfied - 60%

Neither -16%

Very/Fairly Dissatisfied - 24%

Home and Repairs

68% of tenants said they had a repair completed in the last 12 months.

Of these, 59% were satisfied with the overall repairs service, and 29% were dissatisfied.

Satisfaction with the time taken to complete the most recent repair after it was reported was lower, with 52% satisfied and 36% dissatisfied.

60% of tenants were satisfied that their home is well maintained, and 24% were dissatisfied.

65% of tenants were satisfied that their home is safe, which is one of the highest levels of satisfaction in the survey. 23% were dissatisfied.

Satisfaction with all four metrics relating to the home and repairs was lower for tenants living in General Needs housing.

Satisfaction with repairs (n=639)

Very Satisfied - 59%

Neither - 11%

Very/Fairly Dissatisfied - 29%

Time to complete repair (n=638)

Very Satisfied - 52%

Neither - 12%

Very/Fairly Dissatisfied - 36%

Home is well maintained (n=939)

Very Satisfied - 60%

Neither - 16%

Very/Fairly Dissatisfied - 24%

Home is safe (n=932)

Very Satisfied - 65%

Neither - 11%

Very/Fairly Dissatisfied - 23%

Satisfaction by Category

Category 1

Satisfaction with repairs - 71%

Time to complete repair - 70%

Home is well maintained - 79%

Home is safe - 80%

Category 2

Satisfaction with repairs - 71%

Time to complete repair - 60%

Home is well maintained - 69%

Home is safe - 77%

General Needs

Satisfaction with repairs - 56%

Time to complete repair - 48%

Home is well maintained - 57%

Home is safe - 62%

Engagement and Complaints

64% of tenants agreed that “my landlord treats me fairly and with respect”, which is one of the highest levels of satisfaction in the survey. Only 12% disagreed.

Just under a third of tenants responding (32%) had made a complaint in the last 12 months. Of these, a third (33%) were satisfied with the approach to complaints handling, one of the lowest levels of satisfaction in the survey. 47% were dissatisfied.

Just under half (49%) were satisfied that WLBC listens to their views and acts upon them, while 28% were dissatisfied.

Half (50%) of respondents were satisfied that WLBC keeps them informed about things that matter to them, 23% were dissatisfied.

Satisfaction with three aspects (listening to views, being kept informed and being treated fairly) was lower for respondents living in General Needs housing.

There was little difference in satisfaction with complaints handling between tenants living in the different categories.

Listens to views and acts (n=881)

Very/fairly satisfied - 49%

Neither - 24%

Very/fairly dissatisfied - 28%

Kept informed (n=890)

Very/fairly satisfied - 50%

Neither - 27%

Very/fairly dissatisfied - 23%

Fairly and with respect (n=895)

Very/fairly satisfied - 64%

Neither - 25%

Very/fairly dissatisfied - 12%

Satisfaction with handling complaints (n=295)

Very/fairly satisfied - 33%

Neither - 20%

Very/fairly dissatisfied - 47%

Satisfaction by Category

Category 1

Listens to views and acts - 65%

Kept informed - 63%

Fairly and with respect - 75%

Satisfaction with handling complaints - 33%

Category 2

Listens to views and acts - 52%

Kept informed - 59%

Fairly and with respect - 69%

Satisfaction with handling complaints - 39%

General Needs

Listens to views and acts - 46%

Kept informed - 48%

Fairly and with respect - 61%

Satisfaction with handling complaints - 32%

Neighbourhood Management

38% of tenants live in a building with communal areas, either inside or outside, that WLBC is responsible for maintaining.

Of these, 67% were satisfied that WLBC keeps these communal areas clean and well maintained, which is one of the highest levels of satisfaction in the survey. 23% were dissatisfied.

43% were satisfied with WLBC’s approach to handing antisocial behaviour, which is one of the lowest levels of satisfaction in the survey; 21% were dissatisfied.

44% were satisfied that WLBC makes a positive contribution to their neighbourhood, again one of the lowest levels of satisfaction in the survey; 24% were dissatisfied.

Satisfaction that WLBC makes a positive contribution to their neighbourhood and with WLBC’s approach handing antisocial behaviour was lower for respondents living in
General Needs housing.

There was little difference in satisfaction with ‘keeps these communal areas clean and well maintained’ between Category 1, Category 2 and General Needs housing.

Approach to handling antisocial behaviour (n=749)

Very/fairly satisfied - 43%

Neither - 36%

Very/fairly dissatisfied - 21%

Positive contribution to neighbourhood (n=855)

Very/fairly satisfied - 44%

Neither - 32%

Very/fairly dissatisfied - 24%

Communal areas clean and well maintained (n=343)

Very/fairly satisfied - 67%

Neither - 10%

Very/fairly dissatisfied - 23%

Satisfaction by Category

Category 1

Communal areas clean and well maintained - 69%

Positive contribution to neighbourhood - 61%

Approach to handling antisocial behaviour - 58%

Category 2

Communal areas clean and well maintained - 68%

Positive contribution to neighbourhood - 53%

Approach to handling antisocial behaviour - 51%

General Needs

Communal areas clean and well maintained - 66%

Positive contribution to neighbourhood - 41%

Approach to handling antisocial behaviour - 41%

What WLBC is doing well and what it needs to improve

What WLBC is doing well

Tenants were asked “What do you think we, as your landlord, are doing well?” as an open-ended question.

542 tenants gave comments.

The chart on the right shows the number of positive and negative aspects and general comments.

The figures given are the actual numbers (not percentages) of responses..

The most frequently coded response was a positive comment on the repair, maintenance and condition of the property (130 responses).

There were 126 generally positive comments, and 81 positive comments on customer service-related issues.

Other aspects mentioned were the Clean & Green and rent/council tax.

Some tenants used this question to give more negative comments. The top ranked negative aspect was also repairs, maintenance or condition of the property.

There were some other comments received, including those stating they were generally happy with their property.

What WLBC are doing well as landlords – coded responses

Positive Comments

Repairs, maintenance, condition of property - 130

General positive comments (service or… - 126

Customer Service and systems, tenant voice - 81

Clean & Green, grass cutting etc. - 31

Rent/Council Tax - 19

Negative Comments

Repairs, maintenance, or condition of property - 56

Waiting times for repairs - 28

Street scene/rubbish and litter pot holes - 27

Customer service and systems, tenant voice - 16

Contractor (repairs/maintenance) named - 15

Antisocial behaviour, drugs/nuisance - 7

Payment history or rent - 7

Communal Areas - 5

Other - 4

Dogs or other animals, rats - 4

Equipment e.g. Washer/oven - 3

Other

General comments - 60

No comment/no opinion - 36

Other comments - 6

Neutral Comments - 9

What WLBC need to improve

Tenants were asked “What do you think we, as your landlord, need to improve?”.

643 tenants gave comments.

The chart on the right shows the number of property-related issues, service-related and other issues.

Figures given are actual numbers (not percentages) of responses;

438 responses were coded to property-related issues, with the top issue being trees and bushes/gardens (67 mentions), and the second being major works such as roofing, guttering, damp courses and pointing.

The top service-related issue was the waiting time for repairs, followed by customer service/poor communication. Other issues raised included the quality of repairs,
contractors, and other customer service issues or suggested improvements.

Other issues were raised, which could not be easily categorised, and included nothing/don’t know and general negative and general positive comments.

What WLBC need to improve – coded responses

Property-related issues

Trees/bushes cutting/gardens - 67

Major works eg damp course/roof - 40

Street Cleaning - 33

Windows/doors - 30

Damp and mould - 29

Bathrooms - 29

Communal areas - 27

Parking/cars/speeding - 26

ASB - 26

Pavements/Roads/potholes - 22

Kitchen/s - 22

Heating/boilers - 15

External Cleaning/repairs - 15

Bins/recycling - 15

Unspecified repair - 13

Fencing/Gates - 13

Painting/Decorating - 11

Animals/dogs/cats/rats/dog poo - 6

Washing/drying machines/ovens - 5

Litter - 5

Carpets/floor covering - 5

Rubbish/litter lying about - 4

Building access - 4

Alarms eg smoke alarm safety - 4

Lighting - 1

Insulation - 1

Service-related issues

Waiting times for repairs - 117

Customer service poor or communication - 67

Quality of repairs (poor) - 57

Contractors (repairs/maintenance) - 56

Listen - 19

Council staff issues - 19

Updates - 10

Inspections - 10

Doing a good job - 4

Rent/rates/council tax - 4

Other issues

General negative comments - 36

Other comment - 30

General positive comments - 18

Yes (actual response) - 2

Further Insight

TSM’s - satisfaction and dissatisfaction (% ranked)

The charts opposite rank both satisfaction and dissatisfaction for each of the TSM’s.

The highest levels of satisfaction were with keeping communal areas clean and well maintained, that the home is safe and that WLBC treats tenants fairly and
with respect.

The lowest levels of satisfaction were with handling complaints, approach to handling anti-social behaviour and making a positive contribution to neighbourhoods.

Dissatisfaction and satisfaction do not correspond for all metrics. For example satisfaction with handling complaints has the highest level of dissatisfaction (47%) and the
lowest level of satisfaction (33%).

This is due to high proportion of tenants answering ‘neither satisfied nor dissatisfied’.

Satisfaction with Measures

Communal areas clean and well maintained - 67%

Home safe - 65%

Fairly and with respect - 64%

Overall satisfaction - 62%

Home well maintained - 60%

Satisfaction with repairs - 59%

Time taken to complete repair - 52%

Kept informed - 50%

Listens to views and acts - 49%

Positive contribution to neighbourhood - 44%

Approach to handling antisocial behaviour - 43%

Satisfaction with handling complaints - 33%

Dissatisfaction with Measures

Satisfaction with handling complaints - 47%

Time taken to complete repair - 36%

Satisfaction with repairs - 29%

Listens to views and acts - 28%

Home well maintained - 24%

Positive contribution to neighbourhood - 24%

Home safe - 23%

Kept informed - 23%

Communal areas clean and well maintained - 23%

Overall satisfaction - 23%

Approach to handling antisocial behaviour - 21%

Fairly and with respect - 12%

Key Driver Analysis

The purpose of ‘key driver analysis’ is to explore the relationship between overall satisfaction and the other TSMs. The analysis is conducted using a statistical technique that creates models which examine which TSM measures most closely correlate with overall satisfaction.

By aiming to improve satisfaction with these particular TSM’s, then a positive impact on overall satisfaction is a possible outcome.

For the 2024 survey data, if we use all eleven TSMs in the model simultaneously, then the following are key contributors in explaining overall satisfaction (TP01):

TP02 - Satisfaction with overall repairs service

TP09 - Satisfaction with the landlord’s approach to handling complaints

TP10 - Satisfaction that the landlord keeps communal areas clean and well maintained

If improvements are made to the scores for these TSM’s, then there should be an increase in overall satisfaction scores.

Key Driver Analysis - Overall satisfaction

TP02 - Satisfaction with overall repairs service

TP09 - Satisfaction with the landlord’s approach to handling complaints

TP10 - Satisfaction that the landlord keeps communal areas clean and well maintained

Differences by sub-groups

Differences reported on in this section are significant differences. When we say a difference between two figures is statistically significant, we mean we have a high degree of confidence that the differences are real and unlikely to be due to chance.

Gender

36% of respondents were male, 62% were female and less than 1% preferred to self-describe their gender. 2% answered “prefer not to say”. “Prefer to self-describe” has not been included in the table due to the to the low number of respondents.

Men were more likely be satisfied that WLBC provides a home that is safe, that WLBC keeps these communal areas clean and well maintained and
that WLBC makes a positive contribution to their neighbourhood than women.

It is not clear why there are differences by gender. It may be that there are differences in expectations between women and men or other factors such as employment status are at play.

Overall satisfaction

Male 68%

Female 62%

Satisfaction with repairs

Male 66%

Female 60%

Time taken to complete repair

Male 57%

Female 53%

Home well maintained

Male 65%

Female 60%

Home safe

Male 73%

Female 63%

Listens to views and acts

Male 54%

Female 48%

Kept informed

Male 55%

Female 49%

Fairly and with respect

Male 66%

Female 63%

Satisfaction with handling complaints

Male 30%

Female 65%

Communal areas clean and well maintained

Male 72%

Female 62%

Positive contribution to neighbourhood

Male 50%

Female 41%

Approach to handling antisocial behaviour

Male 47%

Female 42%

Age

9% of respondents were aged 18-34, 18% were aged 35-44, 17% were aged 45-54, 17% were aged 55-64, 19% were aged 65-74 and 18% were aged 75 and over. 1% answered “prefer not to say”.

Overall satisfaction is highest in the 65-74 and 75+ age groups and lowest in the 18-34 and 35-44 age groups.

There are differences by age for all of the metrics apart from satisfaction that WLBC keeps communal areas clean and well maintained.

Older age groups are more likely to be satisfied with the majority of TSMs.

The 65-74 and 75+ age groups are more likely to live in housing that is part of WLBC’s ‘Independent Living Scheme’( Category 1 or Category 2) than respondents in the younger age groups, which may be a factor in their higher levels of satisfaction.

Overall satisfaction

18-34 - 48%

35-44 - 48%

45-54 - 56%

55-64 - 66%

65-74 - 78%

75+ - 79%

Satisfaction with repairs

18-34 - 38%

35-44 - 46%

45-54 - 60%

55-64 - 62%

65-74 - 75%

75+ - 75%

Time taken to complete repair

18-34 - 33%

35-44 - 40%

45-54 - 46%

55-64 - 52%

65-74 - 65%

75+ - 72%

Home well maintained

18-34 - 43%

35-44 - 46%

45-54 - 52%

55-64 - 61%

65-74 - 75%

75+ - 82%

Home safe

18-34 - 43%

35-44 - 48%

45-54 - 60%

55-64 - 70%

65-74 - 81%

75+ - 84%

Listens to views and acts

18-34 - 32%

35-44 - 35%

45-54 - 43%

55-64 - 53%

65-74 - 62%

75+ - 64%

Kept informed

18-34 - 42%

35-44 - 38%

45-54 - 44%

55-64 - 48%

65-74 - 61%

75+ - 67%

Fairly and with respect

18-34 - 51%

35-44 - 50%

45-54 - 63%

55-64 - 65%

65-74 - 73%

75+ - 77%

Satisfaction with handling complaints

18-34 - 20%

35-44 - 28%

45-54 - 23%

55-64 - 36%

65-74 - 48%

75+ - 42%

Communal areas clean and well maintained

18-34 - 55%

35-44 - 61%

45-54 - 57%

55-64 - 71%

65-74 - 69%

75+ - 76%

Positive contribution to neighbourhood

18-34 - 28%

35-44 - 37%

45-54 - 39%

55-64 - 43%

65-74 - 54%

75+ - 56%

Approach to handling antisocial behaviour

18-34 - 27%

35-44 - 36%

45-54 - 39%

55-64 - 42%

65-74 - 54%

75+ - 54%

Disability

54% of respondents were disabled under the Equality Act (have a physical or mental health condition or illness lasting or expected to last 12 months or more which reduced their ability to carry out day-to-day activities).

There are few differences in the TSMs by disability. Respondents who are disabled under the Equality Act are less likely to be satisfied the WLBC keeps communal areas clean and well maintained.

Overall satisfaction

Disabled under the Equality Act - 63%
Not disabled under the Equality Act - 66%

Satisfaction with repairs

Disabled under the Equality Act - 63%
Not disabled under the Equality Act - 60%

Time taken to complete repair

Disabled under the Equality Act - 55%
Not disabled under the Equality Act - 51%

Home well maintained

Disabled under the Equality Act - 61%
Not disabled under the Equality Act - 62%

Home safe

Disabled under the Equality Act - 66%
Not disabled under the Equality Act - 67%

Listens to views and acts

Disabled under the Equality Act - 48%
Not disabled under the Equality Act - 51%

Kept informed

Disabled under the Equality Act - 49%
Not disabled under the Equality Act - 53%

Fairly and with respect

Disabled under the Equality Act - 64%
Not disabled under the Equality Act - 65%

Satisfaction with handling complaints

Disabled under the Equality Act - 32%
Not disabled under the Equality Act - 34%

Communal areas clean and well maintained

Disabled under the Equality Act - 60%
Not disabled under the Equality Act - 79%

Positive contribution to neighbourhood

Disabled under the Equality Act - 41%
Not disabled under the Equality Act - 47%

Approach to handling antisocial behaviour

Disabled under the Equality Act - 42%
Not disabled under the Equality Act - 45%

Ethnicity

86% of respondents were White British and 12% were from other ethnic groups. 2% answered “prefer not to say”.

There are few differences in the TSMs by ethnicity. Respondents who are White British were less likely to be satisfied that WLBC makes a positive contribution to their neighbourhood than respondents from other ethnic groups.

Overall satisfaction

White British - 64%

Other ethnic group - 61%

Satisfaction with repairs

White British - 62%

Other ethnic group - 56%

Time taken to complete repair

White British - 55%

Other ethnic group - 47%

Home well maintained

White British - 62%

Other ethnic group - 56%

Home safe

White British - 68%

Other ethnic group - 59%

Listens to views and acts

White British - 50%

Other ethnic group - 54%

Kept informed

White British - 51%

Other ethnic group - 54%

Fairly and with respect

White British - 63%

Other ethnic group - 71%

Satisfaction with handling complaints

White British - 35%

Other ethnic group - 24%

Communal areas clean and well maintained

White British - 68%

Other ethnic group - 67%

Positive contribution to neighbourhood

White British - 43%

Other ethnic group - 57%

Approach to handling antisocial behaviour

White British - 42%

Other ethnic group - 52%

Children in Households

30% of respondents had children aged under 18 years living in the household, and 69% did not. 2% answered “prefer not to say”. (Total 101% is due to rounding).

Satisfaction is lower for all TSMs for respondents who live in households containing children.

Some of these differences may be driven by age, or housing type and condition.

Overall satisfaction

Children in Household - 47%

No Children in Household - 71%

Satisfaction with repairs

Children in Household - 43%

No Children in Household - 69%

Time taken to complete repair

Children in Household - 34%

No Children in Household - 62%

Home well maintained

Children in Household - 43%

No Children in Household - 69%

Home safe

Children in Household - 44%

No Children in Household - 76%

Listens to views and acts

Children in Household - 33%

No Children in Household - 56%

Kept informed

Children in Household - 37%

No Children in Household - 57%

Fairly and with respect

Children in Household - 50%

No Children in Household - 70%

Satisfaction with handling complaints

Children in Household - 22%

No Children in Household - 40%

Communal areas clean and well maintained

Children in Household - 50%

No Children in Household - 70%

Positive contribution to neighbourhood

Children in Household - 33%

No Children in Household - 49%

Approach to handling antisocial behaviour

Children in Household - 31%

No Children in Household - 48%

Length of Tenancy

11% of respondents had been a tenant of WLBC for up to 2 years, 32% for between 2 and 10 years, 26% for between 10 and 20 years and 30% for over 20 years. 1% answered “prefer not to say”.

Overall satisfaction is highest for respondents who have been a tenant of WLBC for up to 2 years and lowest for respondents who have been a tenant of WLBC for between 2 and 20 years.

Respondents who have been a tenant of WLBC for over 20 years are more likely to be satisfied with the time taken to complete their most recent repair, that their home is well maintained and that their home is safe.

Respondents who have been a tenant of WLBC for up to 2 years are more likely to be satisfied that they are kept informed about things that matter to them and that WLBC makes a positive contribution to neighbourhood. They are also more likely to agree that WLBC treats tenants fairly and with respect.

Overall satisfaction

Up to 2 years - 72%

2+ to 10 years - 59%

10+ to 20 years - 60%

20+ years - 69%

Satisfaction with repairs

Up to 2 years - 72%

2+ to 10 years - 54%

10+ to 20 years - 57%

20+ years - 69%

Time taken to complete repair

Up to 2 years - 56%

2+ to 10 years - 46%

10+ to 20 years - 50%

20+ years - 62%

Home well maintained

Up to 2 years - 65%

2+ to 10 years - 58%

10+ to 20 years - 56%

20+ years - 68%

Home safe

Up to 2 years - 72%

2+ to 10 years - 61%

10+ to 20 years - 61%

20+ years - 74%

Listens to views and acts

Up to 2 years - 52%

2+ to 10 years - 49%

10+ to 20 years - 44%

20+ years - 54%

Kept informed

Up to 2 years - 61%

2+ to 10 years - 52%

10+ to 20 years - 40%

20+ years - 55%

Fairly and with respect

Up to 2 years - 80%

2+ to 10 years - 63%

10+ to 20 years - 58%

20+ years - 65%

Satisfaction with handling complaints

Up to 2 years - 46%

2+ to 10 years - 28%

10+ to 20 years - 28%

20+ years - 42%

Communal areas clean and well maintained

Up to 2 years - 67%

2+ to 10 years - 64%

10+ to 20 years - 67%

20+ years - 72%

Positive contribution to neighbourhood

Up to 2 years - 60%

2+ to 10 years - 43%

10+ to 20 years - 41%

20+ years - 42%

Approach to handling antisocial behaviour

Up to 2 years - 56%

2+ to 10 years - 43%

10+ to 20 years - 41%

20+ years - 41%

Property Type

Half (50%) of respondents lived in a house, 34% in a flat, 12% in a bungalow, 3% in a maisonette and less than 1% in a bedsit. Maisonettes and bedsits have not been included in the tables due to the low number of respondents (28 and 5 respectively).

Overall satisfaction is highest for respondents living in bungalows and lowest for respondents living in houses.

Respondents living in houses are less likely to be satisfied with all metrics apart from WLBC’s approach to handling complaints and WLBC keeps communal areas clean and well maintained.

Some of these differences may be driven by age and housing category.

Overall satisfaction

Bungalow - 72%

Flat - 68%

House - 56%

Satisfaction with repairs

Bungalow - 64%

Flat - 69%

House - 52%

Time taken to complete repair

Bungalow - 62%

Flat - 60%

House - 43%

Home well maintained

Bungalow - 70%

Flat - 66%

House - 53%

Home safe

Bungalow - 76%

Flat - 70%

House - 59%

Listens to views and acts

Bungalow - 56%

Flat - 55%

House - 42%

Kept informed

Bungalow - 56%

Flat - 56%

House - 44%

Fairly and with respect

Bungalow - 69%

Flat - 68%

House - 58%

Satisfaction with handling complaints

Bungalow - 27%

Flat - 38%

House - 30%

Communal areas clean and well maintained

Bungalow - 60%

Flat - 67%

House - 66%

Positive contribution to neighbourhood

Bungalow - 54%

Flat - 50%

House - 36%

Approach to handling antisocial behaviour

Bungalow - 51%

Flat - 52%

House - 33%

Number of bedrooms

34% of respondents lived in a 1- bedroomed property, 23% in a 2 - bedroomed and 43% in a property with three or more bedrooms.

Overall satisfaction is highest for respondents living in 1 -bedroomed properties.

Respondents who live in 1 -bedroomed properties are were more likely to be satisfied with all TSMs.

Respondents who live in 1 -bedroomed properties are more likely to be older and therefore more likely to be satisfied with various aspects.

Overall satisfaction

1 - 74%

2 - 58%

3+ - 56%

Satisfaction with repairs

1 - 71%

2 - 52%

3+ - 54%

Time taken to complete repair

1 - 65%

2 - 42%

3+ - 46%

Home well maintained

1 - 72%

2 - 54%

3+ - 54%

Home safe

1 - 77%

2 - 60%

3+ - 58%

Listens to views and acts

1 - 61%

2 - 44%

3+ - 41%

Kept informed

1 - 62%

2 - 45%

3+ - 43%

Fairly and with respect

1 - 76%

2 - 56%

3+ - 57%

Satisfaction with handling complaints

1 - 43%

2 - 27%

3+ - 28%

Communal areas clean and well maintained

1 - 75%

2 - 47%

3+ - 64%

Positive contribution to neighbourhood

1 - 56%

2 - 37%

3+ - 38%

Approach to handling antisocial behaviour

1 - 55%

2 - 39%

3+ - 35%

Neighbourhood

10% of respondents live in the Northern Parishes, 18% in Ormskirk and 72% in Skelmersdale.

There are few differences in the TSMs by neighbourhood. Respondents from Skelmersdale are less likely to be satisfied that WLBC makes positive contribution to their neighbourhood.

Overall satisfaction

Northern Parishes - 68%

Ormskirk - 62%

Skelmersdale - 62%

Satisfaction with repairs

Northern Parishes - 57%

Ormskirk - 59%

Skelmersdale - 60%

Time taken to complete repair

Northern Parishes - 46%

Ormskirk - 55%

Skelmersdale - 52%

Home well maintained

Northern Parishes - 63%

Ormskirk - 61%

Skelmersdale - 60%

Home safe

Northern Parishes - 75%

Ormskirk - 67%

Skelmersdale - 64%

Listens to views and acts

Northern Parishes - 55%

Ormskirk - 48%

Skelmersdale - 48%

Kept informed

Northern Parishes - 54%

Ormskirk - 52%

Skelmersdale - 49%

Fairly and with respect

Northern Parishes - 67%

Ormskirk - 67%

Skelmersdale - 62%

Satisfaction with handling complaints

Northern Parishes - 34%

Ormskirk - 34%

Skelmersdale - 33%

Communal areas clean and well maintained

Northern Parishes - 62%

Ormskirk - 76%

Skelmersdale - 65%

Positive contribution to neighbourhood

Northern Parishes - 57%

Ormskirk - 58%

Skelmersdale - 39%

Approach to handling antisocial behaviour

Northern Parishes - 50%

Ormskirk - 47%

Skelmersdale - 42%

Summary

This report contains a summary of the findings from the ‘Tenant Satisfaction’ survey, which was conducted by Information by Design (IbyD) with fieldwork taking place from October to December 2024. A mixed methodology ‘self-completion’ approach was used, using a full census of tenants. All tenants were initially sent the questionnaire by post and were able to complete it either by post or online. The achieved sample size in the survey was 961 responses.

Just over three-fifths of tenants were satisfied with the overall services provided by West Lancashire Borough Council. In the previous survey (2023/24), 65% of tenants were satisfied. Whilst the figures are different, the difference is not sufficiently large for us to assume that it is a real difference rather than one which has arisen due to chance.

There are differences in the levels of overall satisfaction between tenants living in different property types as follows:

• Category One (77%)
• Category Two (72%)
• General Needs (60%).

There are also significant differences in overall satisfaction by some subgroups of tenants, with tenants aged 16 to 44, those in households with children, those who had been a WLBC tenant for between 2 and 20 years, who lived in houses and who lived in properties with 2 or more bedrooms less likely to be satisfied with the service provided by WLBC

The metrics with the highest levels of satisfaction were:

• with keeping communal areas clean and well maintained (67%)
• home is safe (65%)
• WLBC treats tenant fairly and with respect (64%).

The metrics with the lowest levels of satisfaction were:

• Satisfaction with handling complains (33%)
• WLBC’s approach to handling anti-social behaviour (43%)
• WLBC makes a makes a positive contribution to neighbourhoods.

Analysis of ‘key drivers’ was used to explore the relationship between overall satisfaction and the other TSMs. This showed that satisfaction with overall repairs service (TP02), satisfaction with WLBC’s approach to handling complaints (TP09) and satisfaction that the WLBC keeps communal areas clean and well maintained (TP10) are key contributors in explaining overall satisfaction. If improvements are made to the scores for these TSM’s, then there should be an increase in overall satisfaction scores.

Satisfaction with Measures

Communal areas clean and well maintained - 67%

Home safe - 65%

Fairly and with respect - 64%

Overall satisfaction - 62%

Home well maintained - 60%

Satisfaction with repairs - 59%

Time taken to complete repair - 52%

Kept informed - 50%

Listens to views and acts - 49%

Positive contribution to neighbourhood - 44%

Approach to handling antisocial behaviour - 43%

Satisfaction with handling complaints - 33%