Tenant satisfaction with Rugby Borough Council's housing services has increased by nine per cent in the 2025–26 period. The findings are set to be presented to the council's Cabinet on Tuesday 6 October.
Satisfaction with the repairs service saw an improvement, rising from 83.7 per cent to 86.4 per cent. The council also reported an increase in the timely completion of repairs, with emergency repairs finished within the target time increasing from 58.6 per cent to 77 per cent. For other repairs, the completion rate rose from 61 per cent to 76.1 per cent.
All mandatory fire risk checks and asbestos surveys were completed. Gas safety checks achieved a 98.5 per cent completion rate.
However, the report highlights areas requiring improvement. Satisfaction with complaints handling increased from 44.7 per cent to 47.6 per cent, but remains the lowest score. The council is collaborating with a tenant-led group to review this service.
Satisfaction regarding the handling of anti-social behaviour rose from 51.6 per cent to 55.6 per cent. To address this, two specialist officers have been appointed to enhance the service and tenant communication.
The report indicates that 22.4 per cent of homes do not meet the Decent Homes Standard, a rise from 1.6 per cent last year. This increase is attributed to improvements in housing records and data quality, rather than a decline in property condition. An independent review is underway to validate this figure.
A new housing records system is scheduled to launch later this year, which is expected to provide more detailed information on the condition of each home.
“"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 distributed to all council tenants, with approximately 30 per cent responding. This year's results have been adjusted to better represent the entire tenant population.
