Tenant survey shows progress in council housing services

Overall satisfaction rose by nine per cent in 2025–26. Rugby Borough Council’s Cabinet will consider the results on Tuesday 6 October.

The survey also shows better results for repairs. Satisfaction with the repairs service rose from 83.7 per cent to 86.4 per cent. 

The council also finished more repairs on time. Emergency repairs completed within the target time rose from 58.6 per cent to 77 per cent. The result for other repairs rose from 61 per cent to 76.1 per cent.

All required fire risk checks and asbestos surveys were completed. Gas safety checks reached 98.5 per cent.

The report is also clear about where the council must improve.

Satisfaction with complaints handling rose from 44.7 per cent to 47.6 per cent. Despite this rise, it remains the lowest score in the survey. The council is working with a tenant-led group to review its service and learn from complaints.

Satisfaction with the handling of anti-social behaviour rose from 51.6 per cent to 55.6 per cent. Two specialist officers have been appointed to improve the service and keep tenants better informed.

The report shows 22.4 per cent of homes as not meeting the Decent Homes Standard, compared with 1.6 per cent last year. This increase does not indicate a decline in the condition of council homes and is likely to be linked to improvements in housing records and data quality. An independent review has been commissioned to validate the reported figure.

A new housing records system is also due to start later this year. It will give the council better information about the condition of each home.

Cllr Claire Edwards, Rugby Borough Council Portfolio Holder for Communities, Housing and Safety, said: “It is good to see more tenants satisfied with their housing service. The results for repairs are moving in the right direction, and key fire and asbestos checks remain at 100 per cent.

“But we will not ignore the areas where tenants expect better. Satisfaction with complaints handling is still too low. We must also improve our anti-social behaviour service and complete every required safety check.

“We are acting on these results. Tenants are helping us review complaints, two specialist anti-social behaviour officers have been appointed and we are improving our housing records.

“We will be open about the work still to do. We want every tenant to receive a safe, reliable service and to feel that we listen when things go wrong.”

The annual survey was sent to all council tenants. About 30 per cent replied. This year’s results were adjusted so they better reflect all council tenants.