Tenant participation

Tenant Satisfaction Survey 2021

Customer satisfaction survey

We would like to thank all the tenants who took part in our Tenant Satisfaction telephone survey in April / May this year. In all, researchers spoke to 1001 tenants from across Highland, from a range of properties and household sizes.

The 2021 Tenant Satisfaction Survey, carried out every three years, indicated higher rates of satisfaction for five of the six performance indicators, and found to be significantly improved compared to previous surveys.

  • 85.91% of tenants were very or fairly satisfied with the overall service provided by Highland Council’s Housing Service (78.1% in 2018 survey)
  • 92.51% of tenants said that the Highland Council’s Housing Service was very good or fairly good at keeping tenants informed about services and decisions (69% in 2018 survey)
  • 93.81% if tenants said they were very or fairly satisfied with the opportunities to participate in Highland Council’s Housing Service’s decision-making process (55.7% in 2018 survey)
  • 77.22% of tenants were very or fairly satisfied with the quality of their home (75.2% in the 2018 survey)
  • 88.01% of tenants were very or fairly satisfied with Highland Council’s Housing Service’s contribution to the management of the neighbourhood they lived in (68% in 2018 survey)
  • 88.92% of tenants said that they thought their rent was very good or fairly good value for money (87.69% in 2018 survey).