Tenant participation

Customer satisfaction

Customer satisfaction survey

In the third quarter of 2018 we carried out our comprehensive Customer Satisfaction Survey.

This survey is sent out to all Highland Council tenants every three years and is reported to the Scottish Housing Regulator every year as part of the Highland Council Annual Return on the Charter (ARC).

The Survey was posted to 13404 tenants and we received 2343 responses which is a return rate of 17.48%

We asked five main questions – here are the responses

Taking everything into account, how satisfied or dissatisfied are you with the housing services provided by Highland Council?

78.1 per cent were satisfied with housing services overall

12.7 per cent  were dissatisfied and 9.2 per cent didn’t know or had no opinion

Overall, how satisfied or dissatisfied are you with the quality of your home?

75.2 per cent were satisfied with the quality of their home

16.4 per cent were dissatisfied and 8.4% didn’t know or had no opinion

Overall, how satisfied or dissatisfied are you with the Highland Council’s Housing Service’s management of the neighbourhood you live in?

68.0 per cent were satisfied with the management of their neighbourhoods

16.0 per cent were dissatisfied and 16.0 per cent didn’t know or had no opinion

How satisfied or dissatisfied are you with opportunities given to you to participate in the Highland Council Housing Service’s decision making processes?

55.7 per cent were satisfied with the opportunities to participate

8.1 per cent were dissatisfied and 36.2 per cent didn’t know or had no opinion

How good or poor do you feel the Highland Council is at keeping you informed about their services and decisions?

69.0 per cent felt the council were good at keeping you informed

11.4 per cent were dissatisfied and 19.6 per cent didn’t know or had no opinion

This is mostly an improvement on previous years, we still sit below the Scottish average, but these responses show that we are on the right track!

We shall be reporting these figures to the Scottish Housing Regulator as part of the ARC and measured against other local authorities. The results will also be discussed at the next tenant forums.