Tenant satisfaction survey 2024
All social landlords in Scotland must carry out a tenant satisfaction survey at least once every three years. This is a legal requirement set by the Scottish Housing Regulator, based on the Scottish Social Housing Charter.
The survey helps us understand how tenants feel about the services they receive. It asks about:
- the quality of your home
- repairs and maintenance
- how well we communicate
- whether you feel listened to and respected
We use the results to:
- improve services based on tenant feedback
- measure our performance against other landlords
- report to the Regulator
Thank you to the 1,008 tenants who took part in the survey by phone during March and April. You represented a wide range of household types and areas across Highland.
Key results
This year’s results show a general drop in satisfaction across all areas. This trend is also seen across the wider housing sector.
|
Survey area |
2024 |
2021 |
2018 |
|---|---|---|---|
|
Overall service satisfaction |
72% |
86% |
78.1% |
|
Keeping tenants informed |
78% |
93% |
69% |
|
Opportunities to participate in decisions |
76% |
94% |
55.7% |
|
Quality of home |
70% |
77% |
75.2% |
|
Neighbourhood management |
74% |
88% |
68% |
|
Value for money (rent) |
76% |
89% |
87.7% |