TSM 2024/25 - Adur & Worthing Councils

Management measure results 2024-25

The performance results from the management measures in 2024/25 are not availble yet, but will be added here when they are available.

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Tenant Satisfaction Survey 2024

During November 2024, Adur Homes tenants were given the opportunity to complete the Tenant Satisfaction Survey either online, via the post or over the telephone.

The fieldwork began on 7th October and finished on 15th November. At the close of the survey, 562 responses were received in total, giving a response rate of 22%. This is split between:

242 responses made by post (43%)
191 online (34%)
128 by telephone (23%)

The survey repeated the format asked in 2023 asking tenants for their satisfaction about subjects such as property repairs, maintaining building safety, effective complaints handling, respectful and helpful tenant engagement, and responsible neighbourhood management. The survey lets tenants see how well Adur District Council is doing, as well as ensure the council understands what needs to be improved.

We would like to say a big thank you to all those who took part in our 2024 satisfaction survey. Hearing first-hand experiences and honest feedback about our homes and services really does help us to look at ways we can improve.

Summary of results

All measures have improved since the 2023 survey with the exception of complaint handling. In 2024 six out of ten tenants are satisfied with the overall service provided by Adur Homes (59%). Four measures have higher levels of satisfaction; the provision of a safe home (60%), tenants being treated fairly and with respect (60%), the time taken to complete their last repair (63%) and the repairs service over the last 12 months (68%). On the other hand, there are some areas where improvements can be made, including Adur Homes' approach to complaints handling, which has the lowest level of satisfaction at 18%. In addition, just 40% of tenants are satisfied with how their views are listened to and acted upon.

Overall service: Just over half of tenants (59%) are satisfied with the overall service provided by Adur Homes.
A well maintained home: Just under half of tenants (54%) are satisfied that they are provided with a home that is well maintained.
A safe home: Just over half of tenants (60%) are satisfied that Adur Homes provides them with a home that is safe.
Communal areas: 46% of tenants with communal areas are satisfied that they are kept clean and well maintained.
Repairs: Around three-quarters of tenants (73%) said they had a repair carried out to their homes in the last 12 months. Of these tenants, 68% are satisfied with the overall repairs service from Adur Homes during this time. Tenants are similarly satisfied (63%) with the time taken to complete their most recent repair after they reported it.
Neighbourhoods: 45% of tenants are satisfied that Adur Homes makes a positive contribution to their neighbourhood.
Anti-social behaviour: 42% of tenants are satisfied with Adur Homes' approach to handling anti-social behaviour.
Listening to tenants: 40% of tenants are satisfied that Adur Homes listens to their views and acts upon them. 44% of tenants are satisfied that they are kept informed about things that matter to them.
Fairness and respect: Just over half of tenants (60%) agree that Adur Homes treats them fairly and with respect.
Complaints: 31% of tenants said they had made a complaint to Adur Homes in the last 12 months. Of these tenants, 18% are satisfied and 65% are dissatisfied with Adur Homes' approach to complaints handling.

The survey included several open-ended questions giving tenants the opportunity to expand on their reasons for dissatisfaction and offer improvement suggestions. Tenants most frequently mentioned the repairs service, particularly outstanding repairs and the timescales to complete repairs, as well as the quality of work. Tenants would also like improvements to their homes, such as new windows or doors, as well as issues with damp or mould to be resolved. A review of these comments will help Adur Homes understand where it should focus its improvement efforts.

A review of these comments is underway to help Adur Homes understand what is driving dissatisfaction and identify any ways of addressing them.

For those that would like to see the data in a more visual way these results are also available in two further formats: