Ashford Borough Council faces a challenge after its annual tenant satisfaction survey revealed a slight decrease in positive feedback. While acknowledging the need for improvement, the council emphasizes its commitment to a revised action plan designed to address tenant concerns.
The annual Tenant Satisfaction Measures (TSMs) survey, a regulatory requirement for social housing providers, showed 59.2% of Ashford tenants were very or fairly satisfied with council services. This represents a 4% dip from the previous year’s results. The survey, conducted between August and October 2024, gathered responses from 1,191 tenants, providing valuable feedback on various aspects of housing services.
Satisfied tenants highlighted prompt responses to queries and repairs, proactive communication, positive staff interactions, and successful completion of maintenance work. However, the survey also illuminated areas requiring attention. Dissatisfied tenants cited concerns including subpar repairs and contractors, damp and mold issues, lack of communication and responsiveness, inadequate maintenance of communal spaces, and incomplete or delayed maintenance projects.
In response to the feedback, the council has pledged to revamp its existing action plan, focusing on the key areas identified by tenants. The council’s report to the Cabinet emphasized the importance of using the survey data to pinpoint areas needing improvement and to share best practices. They also committed to addressing individual concerns raised by tenants.
Council Leader Noel Ovenden acknowledged the need for improvement, stating,
“While the results show there is room for improvement, the high number of responses reflects the strong engagement of our tenants, and their feedback has been instrumental in shaping our robust action plan.”
He expressed confidence that the feedback would lead to meaningful improvements in housing services, reaffirming the council’s dedication to listening to tenants and acting on their concerns. The council maintains that the action plan will provide reassurance to tenants, members, and regulators of their commitment to service improvement.