This section covers equalities, communication and participation outcomes and standards.
During the spring of 2023, a total of 917 Clackmannanshire Council Housing tenants took part in a Tenant Satisfaction and Aspiration Survey, the majority (889) of surveys were carried out face to face whilst a small number (28) were undertaken by telephone. These surveys are carried out once every three years with the next due in 2025.
Percentage of tenants satisfied with our overall landlord service
| 2016 | 2019 | 2023 | 2022/23 Scottish LA Average |
| 94.23% | 91.01% | 92.69% | 83.2% |
The percentage of tenants satisfied with the overall service has improved since we carried out the last Tenant Satisfaction and Aspiration Survey in 2019. Performance is also higher than the Scottish local authority average. This improvement in performance is very encouraging, considering, on average, tenant satisfaction across all of Scottish social landlords has reduced, with those who have carried out new surveys tending to see a reduction in satisfaction compared to previous surveys.
Percentage of tenants who feel we are good at keeping them informed
| 2016 | 2019 | 2023 | 2022/23 Scottish LA Average |
| 92.44% | 95.67% | 95.95% | 81.1% |
Performance in this area has continued to improve and sits above the Scottish local authority average. In recent times, the internet has proved to be a popular way for tenants to access information on housing services, mainly by visiting the Council website and viewing the Council’s social media pages. Results from the latest tenant survey found that the percentage of tenants with internet access has increased significantly from 65% in 2019 to 74% in 2023.
We are conscious that not all tenants have access to the internet and we continue to engage in writing by post, by telephone and by carrying out home visits.
Percentage of tenants satisfied with opportunities given to them to participate in our landlord decisions
| 2016 | 2019 | 2023 | 2022/23 Scottish LA Average |
| 89.12% | 88.46% | 98.47% | 76.5% |
Satisfaction with opportunities given to tenants to participate has increased significantly between 2019 and 2023 and is well above the Scottish LA average. This demonstrates the successful efforts of recent engagement sessions held with tenants, such as the rent consultation. In the coming years we are looking to increase the opportunities for tenants to participate in how we deliver the housing service.
The full results for the latest Tenant Satisfaction and Aspiration Survey can be viewed on our website.
|
Average working days to respond in full to: |
2020/21 | 2021/22 | 2022/23 | Scottish LA Average |
| First Stage Complaints | 4.84 | 4.17 | 4.19 | 8.0 |
| Second Stage Complaints | 15.75 | 14.20 | 16.0 | 24.1 |
| 2020/21 | 2021/22 | 2022/23 | Scottish LA Average | ||||
| Number and % of complaints responded to in full | No | % | No | % | No | % | % |
| Stage 1 | 32 | 100% | 30 | 100% | 37 | 100% | 92.4% |
| Stage 2 | 4 | 100% | 5 | 100% | 8 | 100% | 92.1% |
We aim to provide the best service we possibly can. If however we make a mistake, please tell us straightaway and give us a chance to put it right.
You can complain in any of the following ways:
The Housing Service and Clackmannanshire Tenants and Residents Federation (CTRF) held a successful Tenants Information Event in Sauchie in April 2022, this was our first face to face in person event since the pandemic and it was great to see so many tenants in attendance on the day.
Tenant participation is an area which the Housing Service understands is a key priority for development now and in the coming years. We have recently appointed a Tenant Participation Officer who is scheduled to take up post by late November 2023. This new role will focus on engaging with our tenants to give them an opportunity to influence decisions about housing services. Our aim is to ensure that the services we provide are the best they possibly can be and ultimately deliver what our tenants want. We believe collaborative working is the best way to achieve successful outcomes and we are really looking forward to engaging with you.
If you would like to know more about how you can become involved in helping to shape the future of housing service delivery through tenant participation please contact the Tenant Participation Team by using any of the contact details below:
Housing
Kilncraigs, Greenside Street, Alloa, FK10 1EB
Tel: 01259 450000
Email: housing@clacks.gov.uk