Tenant Satisfaction Survey Results

We wish to thank everyone who took part in our 2025 Tenant Satisfaction Survey. Your feedback helps us understand what we are doing well and where we can continue to build on our strengths. This report highlights the main findings from the survey and sets out how we will continue improving services for tenants. 

A total of 847 tenants took part in the survey. The results were extremely positive, showing improvement across all of the main service areas since our last survey in 2022. We are proud to report that the overall satisfaction with Angus Housing Association was 89.3%, which is above the Scottish average of 88.1%.

Main findings 

• 89.3% of tenants were satisfied with the overall service they receive from Angus Housing Association, which is above the Scottish average of 88.1%. 

• 92.6% of tenants said we are good at keeping them informed about services and decisions, above the Scottish average of 91.9%. 

• 89.3% of tenants were satisfied with the quality of their home, compared with the Scottish average of 85.8%. 

• 91.0% of tenants were satisfied with the repairs service, above the Scottish average of 87.2%. 

• 92.1% of tenants were satisfied with how we manage neighbourhoods and the areas around our homes, above the Scottish average of 85.7%. 

• 82.4% of tenants felt that their rent offers good value for the services provided, slightly above the Scottish average of 81.9%. 

• 88.7% of tenants were satisfied with opportunities to take part in decision-making, which is above the Scottish average of 88.6%. 

• Tenants told us that telephone contact remains the main way people choose to get in touch with us, with 79.3% saying this is their preferred method of contact. 

• The survey also showed very strong customer service results. 95.5% of tenants said we are easy to contact, 92.4% said staff are helpful and knowledgeable, and 90.7% said call backs are dealt with promptly. In addition, 92.3% of tenants were satisfied with our opening hours, 86.5% said they have confidence that the Association will do its utmost to help them, and 96.2% of tenants who used our website found it useful. 

• More positive service results were highlighted across the survey. 92.3% of tenants were satisfied with office opening hours, 71.9% were aware that our website contains useful information, and 42.6% had registered for the tenant portal, showing that many tenants are making use of the different ways we provide support and information

Overall, the survey presents a very strong and encouraging picture. Tenants told us that services are improving, customer service is strong, and Angus Housing Association is performing above the Scottish average in the main ARC satisfaction measures. 

While the results are very positive overall, the survey also shows there are opportunities for us to keep improving. We will continue to focus on making services as responsive, accessible and consistent as possible, while ensuring tenants are well informed, well supported and able to contact us in the way that suits them best.

Areas for improvement 

• Some tenants told us that repairs should be completed more quickly and to a better standard first time. 

• We need to make it easier for tenants to report damp, mould and condensation early and receive the right support. 

• Some tenants would like more support to use our website, tenant portal and digital services. 

• More tenants need to be aware of the support we offer with money, energy and other advice. 

• We want to encourage more tenants to take part in community events and activities. 

• Some tenants remain concerned about the cost of heating their home and keeping warm. 

Next steps 

We will use the survey results to guide the next stage of service improvement. Our focus will be on building on what works well, responding to tenant feedback and making sure services continue to meet tenants’ needs. 

• Improve the repairs service and help us get things right first time. 

• Continue improving the quality, comfort and warmth of our homes. 

• Make it easier for tenants to report issues and get the right support. 

• Promote our website, portal and other services so tenants can choose how they contact us. 

• Raise awareness of the advice and support available to help tenants manage costs. 

• Encourage more tenants to get involved in events, activities and decision-making. 

• Keep listening to tenant feedback and use it to shape future improvements. 

We will continue to use tenant feedback to help improve our services. Thank you again to everyone who took the time to share their views with us.