Why we consulted

From November 2023 to February 2024, 5000 tenants were selected at random and asked to take part in a STAR Tenant Satisfaction survey using postal and online methodology. A Postal survey was sent, with those who provided an e-mail address and mobile number also receiving a link to the online survey. Reminders were sent to all non-respondents.
The aim of this survey is to provide data on tenants’ satisfaction, which will:

  • Provide an up-to-date picture of tenants’ perceptions of their homes and the current services
  • Compare the results with previous surveys where possible
  • Compare the results with other landlords where appropriate
  • Inform decisions regarding future service development
  • Publish results to residents, as per Welsh Government requirements

 

How we consulted

1,250 responses were received (a 25% response rate). Of these, 370 responses were received online and 880 by post.

The responses were checked against the original details of tenure, area and age to ensure the responses were representative of the tenant population as a whole. It was found that some age groups were either slightly over or under-represented in the sample response, therefore weighting has been applied on age to make the results representative.

The survey was confidential and anonymised unless tenants gave their permission to be identified.

The majority of figures throughout the report show the results as percentages. The percentages are rounded up or down from two decimal places to the nearest whole number, and for this reason, may not in all cases add up to 100%.

Consultation Outcome

Overall satisfaction – 67%

 

The results from the previous survey in 2021 have generally fallen, but it is important that the national context and external factors be taken into account. For example:

  • Cost of living crisis, rising poverty and reduced Local Authority funding
  • Government and political changes
  • Uncertainty about the future
  • Brexit and the economy
  • Satisfaction is based on perception rather than specific values so can be affected by these factors and how positive people feel about their lives
  • Factors such as the pandemic also altered the way social landlords operate, perhaps making them less accessible and responsive.

“How satisfied or dissatisfied are you with the service provided by the Council’s housing services as your landlord?”


This is the key metric in any tenant perception survey. Two-thirds of tenants are satisfied (67%), with more very satisfied (35%) than fairly satisfied (32%).
However, 22% of tenants are dissatisfied, with the remaining 10% neither satisfied nor dissatisfied.
Similar STAR satisfaction surveys were carried out in 2019 and 2021. The 2024 results are generally lower than those in 2021.
A relatively small number of tenants in sheltered accommodation responded to the survey, and satisfaction tends to be higher for this group than for other tenants, which is commonly the case.
Overall, 81% of sheltered tenants are satisfied compared with 66% of general needs tenants. The combined figure will always be close to the general needs result who make up the vast majority of responses.

The home and repairs

Around two-thirds of tenants are satisfied with the quality of their home, although a quarter are dissatisfied and a further 10% neither satisfied nor dissatisfied.
Satisfaction with the home is down by 10p.p since the previous survey. However, more feel their home is safe and secure (73%), although this has also seen a fall in satisfaction since 2021, down from 81%.
There are 15% of tenants dissatisfied with their home’s safety and security. Six out of ten tenants are satisfied with the overall repairs service, although 29% are dissatisfied. Satisfaction has fallen by 6p.p since 2021.
Again, sheltered tenants report higher satisfaction with their home and the overall repairs and maintenance service; a 25p.p difference on the quality of their home, 18p.p for its safety and security and a 9p.p difference on the repairs service.

Last completed repair

Seven out of ten tenants said they had a repair completed in the last 12 months. Three-quarters of tenants found it easy to access the repairs service, with similar numbers satisfied with its quality.
However, 65% are satisfied that the work was completed right first time and fewer still are satisfied with the time taken to complete the repair, 61% with 30% dissatisfied.
For the overall service on this occasion, 70% are satisfied, although this is down from 75% in 2021. Again, sheltered tenants are more satisfied than their general needs counterparts, but the differences are smaller than many of the other measures in the survey - just 2p.p for the ease of accessing the service.
The biggest difference is for overall service received where there is a 14p.p difference. There is similar satisfaction across the three constituencies, suggesting the Council is delivering a consistent service.

Improvements to repairs service

Tenants were asked how the Council could improve the repairs service and 681 tenants gave suggestions. A number of comments, however, are positive about the current service, with 12% positively highlighting the workforce and the service itself.
The most common area for improvement is with the time taken to complete repairs, these amounting to 41% of all the comments made. This is followed by dealing with repairs that remain outstanding or appear to have been forgotten.
These are common issues affecting other social landlords, some of whom are still catching up after the pandemic and now facing increasing costs and in some areas, shortages of materials and labour. Also, the importance of dealing with problems of damp and mould have often taken preference and so added to delays.
Other suggestions include improvements to communications and reporting, appointments and the quality of work.

The Neighbourhood

Satisfaction with the neighbourhood as a place to live is the highest performing metric for the Council at 80%, with just 11% dissatisfied.
Although this is down a little since the previous survey (82%). Sheltered tenants are again more satisfied with their neighbourhood than the general needs tenants, 89% compared with 80%.
Satisfaction with grounds maintenance, such as grass cutting, is a lower at 62%, down from 69% in 2021. There are 18% dissatisfied and a further 20% are neither satisfied nor dissatisfied.
Again, sheltered tenants are more satisfied, 10% more than the general needs tenants. Just over half the tenants (55%) are satisfied with the way the Council deals with anti-social behaviour, down just 2p.p since the previous survey; 16% being dissatisfied. However, 29% are neither satisfied nor dissatisfied, perhaps because they haven’t experienced ASB first-hand so are unable to offer an opinion. Satisfaction with dealing with ASB is again higher among sheltered tenants.

Value for money

69% are satisfied with the rent and 62% with their service charges, with similar numbers of dissatisfied tenants. Both these have seen a reduction in satisfaction since the previous survey, down 6p.p for rent and 11p.p for service charges.
Again, sheltered tenants are more satisfied. This is perhaps not surprising given the current cost-of-living crisis, with many households struggling with their household bills. At times of increased financial pressures, it is more likely that tenants will look closer at what they get in return for the payments they make. It may even alter their expectations of their landlord and what they should reasonably expect.
For the value for money of service charges, although a ‘not applicable’ option was included, 968 tenants responded this question, of which just 126 pay service charges. For this group, 57% of respondents are satisfied with the value of money of service charges and 28% are dissatisfied.

Resident engagement

Seven out of ten tenants trust the Council as a landlord (70%), which has fallen by 10p.p since the last survey in 2021. Fewer (49%) are satisfied that the Council listens to their views and acts upon them, down from 63% in 2021. This also has higher dissatisfaction at 28%.
Just 43% are satisfied with the opportunities given to them to participate in decision-making processes. Slightly fewer (40%) are satisfied that they have a say in how services are managed.
While there is relatively low dissatisfaction for both, there’s a much higher number of tenants who answered neutrally (neither satisfied nor dissatisfied), around two-fifths for each, perhaps suggesting they are unaware of the opportunities that have, which may need increased promotion.
Tenants were also asked how they would like to be involved in having a say about the Council’s services. Various options were given, the most popular being short polls online or via social media, followed by detailed surveys (online or via telephone). Half of respondents, however, were not interested in any of these options. The names and addresses of those interested have been passed to the Council to follow up on.

Comments – improve listening and acting

Tenants who were not satisfied with how their views are listened to and acted upon were asked to explain why and what the Council could improve; 235 tenants made comments.
The majority of comments are linked to the repairs service, in particular, dealing with outstanding repairs and the time taken to complete repairs. Tenants also mention communication issues around the repairs service and the ease of reporting repairs.
However, general communication is mentioned by some, wanting staff to listen to them more carefully and take an interest in their concerns and also to show a little more care, empathy and support when they do make contact.

Recommendation and improvements

“How likely would you be to recommend the Council’s Housing Services to family and friends?”
A little under half the tenants are promoters, very loyal and happy to promote the Council to other people (45%), with 34% giving a score of 10 out of 10.
Just under a quarter of tenants are currently passive and could be persuaded either way (23%). However, 32% are detractors, and likely to have negative views about Carmarthenshire County Council.
Some 14% of tenants gave a score of 8 out of 10 – this is an important group as with a little improvement they could become promoters.

Improvements - suggestions

All tenants were asked what one thing the Council’s housing services could improve. 761 tenants gave comments. Of these, 9% commented positively about the current services provided, suggesting in most instances that there were no improvements to be made.
The repairs service attracted 35% of all comments made. In particular, tenants want their repairs completed quicker, outstanding repairs dealt with and communications about the repair to improve. This is followed by improvements to customer service, with tenants wanting staff to show them a little more care, empathy and support when making contact, followed by property condition and communication issues.
In 2023/24, Carmarthenshire County Council commissioned Acuity to undertake independent satisfaction (STAR) surveys of their tenants to collect data on their opinions of, and attitudes towards, their landlord and the services provided. This survey will be undertaken annually and will run until at least 2029/30. The survey was designed following Housemark and Welsh Government guidelines in conducting a Standardised Tenant and Resident Satisfaction (STAR) survey.