Engaging residents to shape services
At Oxford City Council, we value the input of our tenants in enhancing the quality of our services. To foster this collaborative approach, we run an annual satisfaction survey with tenants called the Survey of Tenants and Residents (STAR).
The Survey of Tenants and Residents (STAR) is a nationally recognised benchmarking survey for assessing tenant and leaseholder satisfaction. Widely utilised by social housing providers, including councils, housing associations, and Arm’s Length Management Organisations (ALMOs), STAR adheres to a meticulously designed framework established by HouseMark, the leading provider of housing benchmarking services in the UK.
Last year's survey featured the new Tenant Satisfaction Measures (TSM) allowing us to be nationally benchmarked against other landlords and required government standards.
The STAR survey serves as a vital tool in gauging your opinions and insights on the services we provide, allowing us to make informed decisions on budget plans, resources and tailor our future strategies.
What is the purpose of the survey?
The results allow us to look into satisfaction with different services and identify areas for improvement, as well as prioritising tenant involvement reviews into key areas of work. Your feedback plays a pivotal role, guiding us towards effective decision-making and responsiveness.
You shape the future of our services
By sharing your thoughts and comments, good and bad, you contribute to the creation of an environment that is built with your needs and preferences.
Together, we're building a stronger, more responsive community. Your voice matters.
Key results from 2023
Nearly 8 out of 10 council tenants are satisfied with the services they receive from us as their landlord, according to the 2023 annual tenant satisfaction (STAR) survey.
The survey, which was conducted by Acuity Research & Practice Ltd, gathered feedback from 960 tenants through phone interviews.
Overall, 78% of tenants are satisfied with the services we provide. This is a 3% increase on 2022.
This result bucks the national trend, with Acuity reporting generally lower satisfaction levels with social landlords against a backdrop of economic and political uncertainty.
Most satisfaction measures were in the top 25% of social landlords. Tenants were most satisfied with:
- repairs in the last 12 months (82%)
- we treat them fairly and with respect (82%)
- their homes are safe (82%)
- time taken with the last repair (81%)
- we keep them informed (80%)
However, the STAR survey found areas for improvement, notably in handling antisocial behaviour (67% satisfaction) and handling complaints (33% satisfaction).
See our news item for more information.
Key results from 2022
Overall, 75% of tenants said they were satisfied with the services they receive. While this is a slight decrease from 2021 (76%), we are above average compared to other social landlords. Acuity concluded that “satisfaction with the services delivered by Oxford City Council is good and is maintaining good levels despite a general fall in satisfaction across the sector.”
Tenants were most satisfied with:
- 87% believe their rent is value for money
- 86% are satisfied with the council’s customer service
- 85% are satisfied with the repairs service they received in the last 12 months
- 85% are satisfied their home is safe and well-maintained
- 84% are satisfied with their neighbourhood as a place to live and also with the overall appearance of their neighbourhood
A number of areas targeted for improvement after the 2021 STAR survey saw a significant increase in satisfaction:
- the final outcome of an antisocial behaviour complaint (up 19%)
- how a complaint was handled (up 17%)
- the overall appearance of their neighbourhood (up 9%)
- the council treats them fairly and with respect (up 9%)
- they are kept informed about things that might affect them (up 7%)
Repairs
The day-to-day repairs service is always the main reason social housing tenants are not satisfied with their landlord. Overall satisfaction with the repairs and maintenance service increased from 76% to 79%. Satisfaction with the repairs service in the last 12 months was higher, with 85% of tenants satisfied compared to 79% in 2021. The main reason for dissatisfaction with the service was the time taken to complete repairs.
Service improvements
A range of measures have been or are being put in place by ODS to improve satisfaction with repairs.
These include better communication with tenants over appointments and progress, as well as improvements to IT allowing ODS and tenants to book follow-up calls and report, view and track progress with cases. ODS is also using more dynamic matching of staff availability with demand for repairs.
In November 2022, a coroner found mould caused the death of two-year-old Awaab Ishak at his home in Rochdale in 2020. We have taken a proactive approach to this issue and has written to all our tenants encouraging them to report damp and mould in their homes. ODS is following up on all reported cases to offer advice and, where needed, take action to remedy damp and mould problems.
We have recruited new staff in tenancy management and allocations, to support the delivery of a new generation of council homes by our housing company, OX Place. Recruitment of a customer care and complaints officer is also helping improve tenant engagement.
We are in the second year of a four-year programme to invest £51 million in refurbishments, maintenance and improvements to estates. This includes work like replacing doors and windows, re-roofing, structural repairs, lifts and door phone entry systems, cyclical repairs and decoration, fencing and improvements to internal and outdoor communal areas.
A separate £7.6 million programme will see us investing in better energy efficiency for more than 300 council homes in the next two years. A tenant representative sits on the project board for this programme, which is selecting the most suitable homes for energy efficiency improvements.
Tenants and leaseholders have the opportunity to play a big part in shaping our services. If you would like to know more email tinvolvement@oxford.gov.uk.
