Tenant participation

Tenant Satisfaction Survey 2024

Customer satisfaction survey

We would like to thank the tenants selected, who took part in our Tenant Satisfaction telephone survey in March/April this year. In all, researchers spoke to 1008 tenants from across Highland, from a range of properties and household sizes.

The 2024 Tenant Satisfaction Survey, carried out every three years, showed reducing rates of satisfaction across all the performance indicators, reflecting a sector trend.

• 72% of tenants were very or fairly satisfied with the overall service provided by Highland Council’s Housing Service (86% in 2021 and 78.1% in 2018 survey)
• 78% of tenants said that the Highland Council’s Housing Service was very good or fairly good at keeping tenants informed about services and decisions (93% in 2021 and 69% in 2018 survey)
• 76% if tenants said they were very or fairly satisfied with the opportunities to participate in Highland Council’s Housing Service’s decision-making process (94% in 2021 and 55.7% in 2018 survey)
• 70% of tenants were very or fairly satisfied with the quality of their home (77% in 2021 and 75.2% in the 2018 survey)
• 74% of tenants were very or fairly satisfied with Highland Council’s Housing Service’s contribution to the management of the neighbourhood they lived in (88% in 2021 and 68% in 2018 survey)
• 76% of tenants said that they thought their rent was very good or fairly good value for money (89% in 2021 and 87.69% in 2018 survey).