Tenant Satisfaction Survey 2026 combined
Renfrewshire Council · 18 August 2026
Back to Communities and Housing Policy Board — 18 August 2026 and its agenda
Text extracted from the council's PDF. Layout and reading order may differ from the original.
Page 1
PUBLIC ___________________________________________________________________ To: Communities and Housing Policy Board On: 18 August 2026 __________________________________________________________________ Report by: Director of Environment, Housing and Infrastructure ___________________________________________________________________ Heading: Tenant Satisfaction Survey 2026 ___________________________________________________________________ 1. Summary 1.1 The Scottish Housing Regulator (SHR) requires local authority landlords and RSLs to carry out a Tenant Satisfaction Survey at least once every three years. The SHR sets out standard questions which must be asked of tenants to gauge satisfaction. To meet this requirement, we carry out a Tenant Satisfaction Survey every two years. 1.2 The survey for 2026 was carried out by independent market research specialists Research Resource between late May and 22 June 2026. The purpose of this report is to advise the Policy Board of the outcomes from the 2026 Tenant Satisfaction Survey and to highlight key areas of service strength and where improvements may be required, as identified by tenants. The report is attached at Appendix 1. ___________________________________________________________________ 2. Recommendations It is recommended that the Communities and Housing Policy Board: 2.1 Note the contents of this report and any actions arising from it. ___________________________________________________________________ 3. Background 3.1 The aim of the survey was to find out tenants’ views on the services that Renfrewshire Council provides as a landlord, and how well these services are carried out. Additionally, the survey asks tenants to identify areas where the service can be improved. In particular, the survey focused on the following:
Page 2
PUBLIC • The quality of information provided by the Council; • Feedback on customer care; • Quality of accommodation and the neighbourhood; • Service provision including repairs, maintenance and improvements; • Tenant involvement/opportunities for participation; • Value for money of rents; and • Service priorities. 3.2 The survey was conducted by an independent market research firm ‘Research Resource’ who undertook face-to-face interviews covering 1,200 households, representing nearly 12%of the Council’s tenanted stock. 3.3 The survey questionnaire was based on six key questions developed by the Scottish Housing Regulator (SHR) to assist in evaluating performance against core Charter indicators and outcomes. The answers are categorised into five possible responses: • Very Satisfied, Satisfied, Neither Satisfied nor Dissatisfied, Dissatisfied and Very Dissatisfied. 3.4 In addition to the six Charter questions, the survey has a total of 35 questions covering all aspects of service delivery that assists in service planning and future priorities. The full survey is appended at Appendix 1 of this report. It provides independent information on our tenants’ views in relation to: • Their own homes, neighbourhoods and general environment. • Services provided, and how these could be improved. • Value for money; and • How we communicate with them and how they prefer to receive information. 4. Survey findings and actions 4.1 The 2026 survey demonstrates improvement across all core ARC indicators, with results now showing significant improvement from the previous surveys and exceeding Scottish Local Authority averages. All six Scottish Social Housing Charter indicators recorded improvements and now exceed the Scottish Local Authority average Headline results include: • Overall satisfaction: 91% (up from 72% in 2024) • Quality of housing: 88% (up from 72% in 2024) • Repairs satisfaction: 86% (up from 73% in 2024) • Neighbourhood management: 91% (up from 75% in 2024) • Value for money: 95% (up from 70% in 2024) Across all measures, the service is now consistently performing above ARC comparator benchmarks and Scottish Local Authority averages.
Page 3
PUBLIC 4.2 Overall satisfaction 91% of tenants surveyed were very or fairly satisfied with the overall service provided by Renfrewshire Council as a landlord. This represents improvement from previous surveys and better than the Scottish average for local authorities. This level of satisfaction demonstrates stronger tenant confidence in our housing landlord services. Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by Renfrewshire Council as your landlord? 2026 2024 2022 Local Authority average 24/25 91 % 72 % 82 % 80 % 4.3 Communication and participation When asked how well the Service keeps tenants informed, 93% were very or fairly satisfied. This is an 18 point percentage increase from the previous survey and is considerably better that the local authority average. Both indicators exceed ARC benchmarks and demonstrate effective multi- channel communication and improved tenant engagement and involvement opportunities. How good or poor do you feel your landlord (Renfrewshire Council) is at keeping you informed about their housing services and decisions? 2026 2024 2022 Local Authority average 24/25 93% 75% 91% 82% Satisfaction with opportunities to participate also saw an increase from 2024 by 10 percentage points to 94%. Also, much higher than the local authority average. How satisfied or dissatisfied are you with the opportunities given to you to participate in your landlord’s (Renfrewshire Council’s) decision making processes? 2026 2024 2022 Local Authority average 24/25 94% 84% 99% 80% Further analysis of the opportunities to participate highlight that tenants continue to prefer traditional communication methods, with letters (86%) and telephone calls (29%) the most popular options, consistent with the 2022 and 2024 surveys. Preference for letters increases with age, while younger tenants are more likely to favour digital communication such as email and SMS, with this preference declining significantly among older age groups.
Page 4
PUBLIC 4.4 Quality of Housing The majority of tenants (88%) were very or fairly satisfied with the quality of their home, demonstrating a sizeable increase from the previous survey (72%). This level of satisfaction is also higher than the Scottish local authority average. Overall, how satisfied or dissatisfied are you with the quality of your home? 2026 2024 2022 Local Authority average 24/25 88% 72% 85% 79% 4.5 Repairs The survey asks wide ranging questions on the repairs service. All respondents were asked generally how satisfied they are with the way Renfrewshire Council as their landlord deals with repairs and maintenance. Most respondents (86%) were very or fairly satisfied in this respect compared to 73% in 2024. Repairs remain the primary reason tenants contact the Council, accounting for 76% of all recent housing-related enquiries. Feedback from satisfied tenants focused on: • Quality of workmanship. • Speed of attendance. • Repairs being completed at the first visit. Where dissatisfaction was reported, it primarily related to: • Repair completion times. • Outstanding repairs. • Quality of workmanship in some cases. 4.6 Contact with the Housing Service Communication preferences vary significantly by age. Older tenants are more likely to prefer traditional written communication by letter, with 92% of those aged 65 and over selecting this option compared to 70% of tenants aged 16- 34. Conversely, younger tenants are more likely to favour digital channels such as email and SMS, with 60% of those aged 16-34 preferring these methods. 90% of respondents say that they use the internet. more than half of tenants (61%) stated they access the internet via home Wi-Fi, while 77% connect to the internet via a mobile phone.
Page 5
PUBLIC Given that many of our tenants are well connected digitally, we will be able to explore modern methods of communications to provide modern channels of consultation and information. In addition, the findings of the survey will enable greater interaction in digital communications when the new housing management system becomes operational 4.7 Neighbourhood management Nine out of ten respondents were very satisfied or satisfied with our contribution to the management of the neighbourhood that they live in (91%). This reflects the considerable increase in service delivery in estate and neighbourhood management through the expansion of the Neighbourhood Environmental Trainee Team. Overall, how satisfied or dissatisfied are you with your landlord’s contribution to the management of the neighbourhood you live in? 2026 2024 2022 Local Authority average 24/25 91% 75% 87% 80% The survey highlights generally positive views of neighbourhoods, with 44% of tenants reporting no significant problems or issues within their area. When asked about the best aspects of their neighbourhood, tenants most frequently identified: • Good neighbours and community spirit (33%) • Quiet and peaceful surroundings (25%) • Good location and accessibility (9%) Where issues were identified, the most common concerns related to: • Communal services including close cleaning and grass cutting (8%) • Anti-social behaviour (6%) • Drug and alcohol related issues (4%) These findings support the continued focus on environmental management and estate-based service delivery, including the establishment of the Housing Estate Manager post. 4.8 Rents and benefits Almost 95% of respondents considered their rent represents very good or fairly good value for money. Taking into account the accommodation and services your landlord provides, to what extent do you think your rent represents value for money? 2026 2024 2022 Local Authority average 24/25 95% 70% 83% 80%
Page 6
PUBLIC The 95% satisfaction score for rent value for money represents the largest improvement across all Charter indicators, increasing by 23 percentage points since 2024. This result suggests that tenants recognise improvements to housing services and investment activity despite ongoing pressures associated with the cost of living and annual rent increases. This survey asked tenants their views on differential rents, for new build properties and properties that have had improvements to make the property more energy efficient. This is the first time we have asked tenants a question on this subject, most tenants were not supportive of differential rent charging, with 34% unsure about increasing rent for new-build, improved or energy-efficient homes and 41% not supportive of higher rents. We will look to explore this in more detail in future tenant engagement to arrive at an informed decision. 4.9 Service Improvements and Tenants Priorities All respondents were asked an open question regarding what they thought the best thing about the Housing Services that Renfrewshire Council provides. The most popular response was that the Council provided good services or that tenants were happy overall, customer service and staff being helpful or friendly had a high response rate as did general satisfaction with the repairs service. Tenants were also asked to provide an open response to the parts of the housing service of Renfrewshire Council that could be improved upon. The most common answer to this was that nothing needed changed, however where there were specific observations, they identified communal services, such as grass cutting or cleaning, upgrading and improving homes with a small number of respondents suggesting improvements to repairs. 5. Next steps and customer engagement 5.1 Whilst the survey clearly demonstrates overall tenant satisfaction is high, some of the detailed narrative from respondents highlights some areas for improvement. We will continue to work for improvements in all aspects of service delivery including repairs performance, communal areas management (such as grass cutting), tenant participation and continued investment in properties. The service has been working on these areas, last year saw increased investment in the NETTS Team and a Housing Services Estates manager, a new Tenant Participation Strategy is being worked on in collaboration with the Tenants Scrutiny Panel and regeneration and investment in our stock will continue. Progress against these areas will be monitored through existing performance reporting arrangements and future tenant feedback exercises. ___________________________________________________________________
Page 7
PUBLIC Implications of the Report 1. Financial – None 2. HR & Organisational Development – None 3. Community/Council Planning • Building strong, safe, and resilient communities – Improving and maintaining neighbourhoods and homes. • Working together to improve outcomes – Increasing resident satisfaction with neighbourhoods and communities. 4. Legal – None 5. Property/Assets – None 6. Information Technology – None 7. Equality & Human Rights – The Recommendations contained within this report have been assessed in relation to their impact on equalities and human rights. No negative impacts on equality groups or potential for infringement of individuals’ human rights have been identified arising from the recommendations contained in the report because it is for noting only. If required following implementation, the actual impact of the recommendations and the mitigating actions will be reviewed and monitored, and the results of the assessment will be published on the Council’s website. 8. Health & Safety – None 9. Procurement – None 10. Risks – None 11. Privacy Impact – None 12. Climate Risk – None 13. Children’s Rights – None 14. COSLA Policy Position – N/A ___________________________________________________________________
Page 8
PUBLIC Background Papers The foregoing background papers will be retained within Housing Services for inspection by the public for the prescribed period of four years from the date of the meeting. • Report to the Communities and Housing Policy Board on 13 May 2025, ‘Scottish Social Housing Charter: Annual Return 2024/25.’ ___________________________________________________________________ Author: Paul McLean, Housing Lead Officer (Performance, Policy & Participation) E Mail: paul.mclean@renfrewshire.gov.uk
Page 9
Cert No. 0501 036 PUBLIC Prepared by: Prepared for: Research Resource Renfrewshire Council Contact: Lorna Shaw Contact: Paul McLean Tel: 0141 641 6410 E-mail: Lorna.shaw@researchresource.co.uk Tel: 0141 618 6264 E-mail: paul.mclean@renfrewshire.gov.uk Renfrewshire Council Tenant Satisfaction Survey July 2026
Page 10
2 PUBLIC Report written by: Rosemary Stafford Date: 02/07/2026 Reviewed by: Elaine MacKinnon/ Lorna Shaw Date: 02/07/2026
Page 11
3 PUBLIC Renfrewshire Council Tenant Satisfaction Survey 2026 Contents DIRECTOR’S OVERVIEW ........................................................................................................................ 5 1. EXECUTIVE SUMMARY ................................................................................................................... 5 2. INTRODUCTION, BACKGROUND AND METHODOLOGY ............................................................. 9 2.1. Introduction and background ............................................................................................. 9 2.2. Background and objectives ................................................................................................ 9 2.3. Research method ............................................................................................................... 10 2.4. Questionnaire design .......................................................................................................... 10 2.5. Sample size .......................................................................................................................... 11 2.6. Interviewing and quality control ........................................................................................ 13 2.7. Survey Analysis and Reporting ........................................................................................... 13 2.8. Report Structure .................................................................................................................. 14 3. OVERALL SATISFACTION .............................................................................................................. 15 3.1. Satisfaction with Renfrewshire Council as a landlord (Q1) .............................................. 15 4. MOVING INTO YOUR HOME ....................................................................................................... 18 4.1. Length of tenancy (Q2) ...................................................................................................... 18 4.2. Satisfaction with condition of new home (Q3) ................................................................. 19 4.3. Satisfaction with current type of house (Q4) .................................................................... 20 4.4. Number of rooms (Q5/6) .................................................................................................... 21 5. COMMUNICATION AND PARTICIPATION ................................................................................... 22 5.1. Keeping tenants informed (Q7) ......................................................................................... 22 5.2. Tenant Participation Opportunities (Q8) ........................................................................... 24 5.3. Satisfaction with opportunities for participation (Q11/12) ............................................... 25 6. CONTACT WITH HOUSING SERVICES .......................................................................................... 28 6.1. Contacting Housing Services (Q13/14) ............................................................................. 28 6.2. Internet use (Q15/16) .......................................................................................................... 29 6.3. Contacting the Council about a housing matter (Q17-20) ............................................ 31 7. THE REPAIRS SERVICE ................................................................................................................... 33 7.1. General satisfaction with repairs and maintenance (Q21/22) ....................................... 33 8. THE HOME .................................................................................................................................... 35
Page 12
4 PUBLIC 8.1. Overall satisfaction with quality of the home (Q23/24) ................................................... 35 8.2. Multi-storey blocks (Q25) .................................................................................................... 38 9. NEIGHBOURHOOD MANAGEMENT ............................................................................................ 39 9.1. Landlord’s contribution to the management of the neighbourhood (Q26) ................. 39 9.2. Change in the neighbourhood over the past year (Q27) ............................................... 41 9.3. Best thing about the neighbourhood (Q28) ..................................................................... 42 9.4. Greatest problems or issues in the neighbourhood (Q29) ............................................... 43 10. RENT AND BENEFITS .................................................................................................................. 44 10.1. Value for money (Q30/31) ................................................................................................. 44 10.2. Housing benefit and Universal Credit (Q32) ..................................................................... 46 10.3. Charging higher rents for new/ improved homes (Q33) ................................................. 46 11. SERVICE PRIORITIES AND IMPROVEMENTS ............................................................................. 48 11.1. Best aspect of service provided (Q34) .............................................................................. 48 11.2. Service improvement (Q35) ............................................................................................... 49 12. HOUSEHOLD INFORMATION ................................................................................................... 50 12.1. Equalities overview .............................................................................................................. 50 12.2. Tenant or partner (Q36) ...................................................................................................... 50 12.3. Age and gender (Q37/38) ................................................................................................. 51 12.4. Household composition (Q39) ........................................................................................... 51 12.5. Disability status (Q40/41) .................................................................................................... 52 12.6. Ethnicity (Q42) ..................................................................................................................... 52 13. CONCLUSIONS ........................................................................................................................ 53 13.1. Areas of high performance ................................................................................................ 53 13.2. Areas for consideration and focus for improvement ....................................................... 53 13.3. Overall conclusion .............................................................................................................. 54 APPENDIX 1: Survey Questionnaire APPENDIX 2: Technical Report Summary
Page 13
5 PUBLIC DIRECTOR’S OVERVIEW 1. EXECUTIVE SUMMARY INTRODUCTION AND BACKGROUND Research Resource was commissioned by Renfrewshire Council to undertake their 2026 Tenant Satisfaction Survey. The aim of the research was to seek tenants’ views on the services that Renfrewshire Council provides as a landlord, how well it performs these services and to help identify areas where the service can be improved. A total of 1,200 interviews were carried out with tenants using a face to face methodology. 1,200 interviews provide data accurate to +2.66% (based upon a 50% estimate at the 95% confidence interval). Interviews were spread across all areas of Renfrewshire Council’s stock. CHARTER INDICATORS The table over the page shows the results for the Scottish Housing Regulator key indicators for the Scottish Social Housing Charter Annual Return for Renfrewshire Council. The results in the table below show the levels of satisfaction reported in Renfrewshire Council’s 2022, 2024 and 2026 tenant satisfaction surveys. The trend column shows the difference between 2024 and 2026. This column indicates where there has been a statistically significant change between 2024 and 2026, as is shown in the key below. These have also been benchmarked against the Scottish Local Authority average in the Annual Return on the Charter 2024/25 in order to provide some wider context to the results. This analysis shows that satisfaction levels have increased significantly across the board for all indicators for 2026 compared to 2024. Renfrewshire Council is also performing above the LA average for all Scottish averages in 2024/25. Key Significant increase Slight increase No change Slight decrease Significant decrease
Page 14
6 PUBLIC Scottish Social Housing Charter Indicators [2022/2024/2026 TSS and LA Scottish Average comparison] 2022 2024 2026 Trend 2024 vs 2026 LA Scottish Average 2024/25 1 - Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by your landlord? (% very/ fairly satisfied) 82% 72% 91% 80% 2 - How good or poor do you feel your landlord is at keeping you informed about their services and decisions? (% very/ fairly good) 91% 75% 93% 82% 5 - How satisfied or dissatisfied are you with the opportunities given to you to participate in your landlord’s decision making processes? (% very/fairly satisfied) 99% 84% 94% 80% 7 - Overall, how satisfied or dissatisfied are you with the quality of your home? (% very/fairly satisfied) 80% 72% 88% 79% 13 - Overall, how satisfied or dissatisfied are you with your landlord's contribution to the management of the neighbourhood you live in? (% very/fairly satisfied) 87% 75% 91% 80% 25 - Taking into account the accommodation and the services your landlord provides, do you think the rent for this property represents good or poor value for money? Is it….? (% very/ fairly good) 83% 70% 93% 80% KEY FINDINGS The key findings of Renfrewshire Council’s 2026 Tenant Satisfaction Survey are as follows: Overall satisfaction The majority of respondents (91%) were very or fairly satisfied with the overall service provided by Renfrewshire Council as a landlord. Moving into your home Just under 9 in 10 (87%) of the tenants who had moved into their current home within the last five years were very or fairly satisfied with the condition of their home when they moved in. All respondents were then asked if they were happy with the type of house they currently have. The majority of respondents stated yes (94%). More than 9 in 10 respondents felt they had about the right number of rooms in their home (96%).
Page 15
7 PUBLIC Communication and participation More than 9 in 10 tenants (93%) felt their landlord was very or fairly good at keeping them informed about their services and decisions. Renfrewshire Council’s Housing service uses a range of different methods to contact and consult with tenants. The methods tenants would prefer Renfrewshire Council’s Housing Service to use to consult with them about issues that may affect them were by letter (86%), via telephone call (29%) or by email or SMS text message (27%). Over 9 in 10 respondents (94%) were very or fairly satisfied with the opportunities given to them to participate in their landlord’s decision-making processes. Contact with housing services The majority of tenants would prefer to use the telephone to get in touch with their landlord (95%). Letters were the preferred method tenants would like their landlord to use when getting in touch with them (70%). More than half of tenants (61%) stated they access the internet via home Wi-Fi (56% in 2024), while 77% connect to the internet via a mobile phone (38% in 2024). Just 1 in 10 tenants said they did not use the internet and less than 1% access the internet at a public building such as a library. Around a third of tenants (32%) have contacted Renfrewshire Council about a housing matter in the last 12 months. Of these respondents, over half (57%) said they contacted the contact centre, 28% had contacted a repairs and maintenance officer and 14% contacted a housing officer. Of tenants who had contact with the Council within the last 12 months, 79% said they found staff to be helpful. Repairs Over one in four tenants (27%) have had repairs carried out in the last 12 months. The majority of respondents (86%) were very or fairly satisfied in this respect, 9% were neither satisfied nor dissatisfied and 5% were very or fairy dissatisfied. Your home The majority of tenants (88%) were very or fairly satisfied with the quality of their home. Just over 1 in 10 tenants (11%) said they lived in a multi storey property and received a concierge or caretaker service. All respondents were satisfied with the common areas, cleanliness and the condition of the block and that the caretaker is easy to contact.
Page 16
8 PUBLIC Neighbourhood management Tenants were asked to rate how satisfied or dissatisfied they were with their landlord’s contribution to the management of the neighbourhood they live in, 91% of tenants were very or fairly satisfied in this respect. Tenants were most likely to say the best thing about their neighbourhood is that they have good neighbours or it is a good area to live (33%), or that it is quiet and peaceful (25%). Tenants were then asked what they perceive to be the greatest problems or issues in their neighbourhood. Over 4 in 10 tenants (44%) did not believe there were any problems or issues in their neighbourhood. Where tenants did believe an issue to be present, this was most likely in relation to communal services (8%), regarding anti-social behaviour (6%) and where they had experienced drug or alcohol problems (4%). Rent and benefits More than nine in ten respondents (93%) were of the opinion their rent represents very or fairly good value for money. Just under 1 in 4 respondents (22%) stated that they were in receipt of full housing benefit, 1% were in receipt of partial housing benefit, 33% were in receipt of Universal Credit, 6% received partial Universal Credit, 25% said they did not receive any housing benefit and 3% stated they did not know. Tenants were asked if they think the Council should charge higher rents for new build homes, newly improved homes and homes that are more energy efficient. Most tenants were not supportive of differential rent charging, with 34% unsure about increasing rent for new-build, improved or energy-efficient homes and 41% not supportive of higher rents. Just 13% would be happy with this if the Council were to focus on new build homes only and 10% would like to see new build homes, improved and energy efficient homes.
Page 17
9 PUBLIC 2. INTRODUCTION, BACKGROUND AND METHODOLOGY 2.1. Introduction and background This report represents and discusses the findings to emerge from Renfrewshire Council’s Tenant Satisfaction Survey 2026. 2.2. Background and objectives The aim of the research was to seek tenants’ views on the services that Renfrewshire Council provides as a landlord, how well it performs these services and to help identify areas where the service can be improved. Specifically, the research was designed to provide customers views on the following: The quality of information provided by the Council; Feedback on customer care; Quality of accommodation and the neighbourhood; Service provision including repairs, maintenance and improvements; Tenant involvement/ opportunities for participation; Value for money for rent; Service priorities. It is against this background that Research Resource were commissioned to carry out Renfrewshire Council’s 2026 Tenant Satisfaction Survey.
Page 18
10 PUBLIC 2.3. Research method We note that the guidance on surveying tenants and service users prepared on behalf of the Regulator debates the use of a range of different methodologies for carrying out the survey, including postal, online, telephone and face to face survey methods. However, given the requirement to achieve a robust level of data and ensuring a representative sample of tenants was interviewed, it was decided that the tenant survey was carried out utilising an interviewer led face to face methodology which is a change from the method that has been used for Renfrewshire Council’s previous tenant satisfaction surveys, a telephone survey methodology. An interviewer led methodology provides a high quality and positive response to the research, whilst still allowing control over the representativeness of the survey sample. Our primary reasons for recommending an interviewer led methodology were: Administering the survey utilising an interviewer led methodology allows us to maximise the response rate. The proposed methodology is an inclusive methodology and allows interviewers to ensure that, for example, elderly or those with a disability or literacy problems can be included in the process. It also lets us identify any potential barriers to participation which can be raised and addressed in partnership with the Council. Facilitates high quality of survey output as it allows the interviewer to build up a rapport with the participant ensuring that the questionnaire is answered in full and allowing explanation of the necessity for asking personal data. Given the geographical spread of tenants this method was the most practical and cost- effective option for delivery of the research. It should be noted that previous tenant satisfaction surveys in 2022 and 2024 were undertaken using a telephone methodology. 2.4. Questionnaire design After consultation with Renfrewshire Council’s representatives, a survey questionnaire was agreed which fully met the information needs and requirements of the organisation and included all issues of importance for tenants. In developing the questionnaire, the following issues were considered: The information needs listed in the survey brief; The Scottish Social Housing Charter indicators upon which Renfrewshire Council is required to report; Research Resource experience in relation to customer satisfaction surveying. A copy of the questionnaire can be found in Appendix 1 of this report.
Page 19
11 PUBLIC 2.5. Sample size The aim of the survey was to achieve a robust level of data upon which the Council can have confidence making decisions upon. Overall, a total of 1,200 interviews were achieved with tenants from an overall population of 10,225 tenants, providing data accurate to +2.66% (based upon the 95% confidence level and a 50% estimate). A representative sample of the Council’s tenants was drawn from which it was sought to achieve the targeted 1,200 interviews. The sample was spread across each area of the Council’s stock to ensure coverage of all house types and sizes. The guidance from the Scottish Housing Regulator states that in all surveys, particularly postal surveys, some groups are more likely than others to respond. This means that certain subgroups will be under-represented, and others will be over-represented in the final achieved sample (i.e. all the people who responded). Weighting ensures that received responses are representative of the whole survey population. The guidance suggests that social landlords will be likely to have suitable information on the population in terms of dwelling type (flats, semi- detached house, detached, terraces) and the number of bedrooms. The following tables show the sample profile broken down by area, office, property type and property size compared to the population. As can be seen below, the interview profile is relatively in line with the overall tenant population profile. We are comfortable however, that the coverage of the tenant population is sufficiently close that weighting of survey data is not required. The data reported is therefore unweighted. House type No. tenants % tenants No. interviews % interviews Deck access Flat 171 1.7% 19 1.6% Deck access Maisonette 196 1.9% 23 1.9% Detached Bungalow 21 0.2% 1 0.1% Detached House 2 0.0% 1 0.1% End terrace Bungalow 120 1.2% 14 1.2% End terrace House 637 6.2% 56 4.7% Mid terrace Bungalow 99 1.0% 8 0.7% Mid terrace House 973 9.5% 97 8.1% Multi-storey Flat 901 8.8% 122 10.2% Own Door Flat 2363 23.1% 262 21.8% Permanent Prefab 15 0.1% 0 0.0% Semi-detached Bungalow 112 1.1% 8 0.7% Semi-detached House 619 6.1% 90 7.5% Tenement Flat 3593 35.1% 449 37.4% Walk Up Flat 325 3.2% 44 3.7% Walk Up Maisonette 78 0.8% 6 0.5% Grand Total 10225 100.0% 1200 100.0%
Page 20
12 PUBLIC No. bedrooms No. tenants % tenants No. interviews % interviews 0 295 2.9% 18 1.5% 1 2808 27.5% 355 29.6% 2 5008 49.0% 594 49.5% 3 1915 18.7% 216 18.0% 4 196 1.9% 17 1.4% 5 2 0.0% 0 0.0% 7 1 0.0% 0 0.0% Grand Total 10225 100.0% 1200 100.0% Office No. tenants % tenants No. interviews % interviews FERGUSLIE PARK 291 2.8% 32 2.7% FOXBAR 851 8.3% 83 6.9% GALLOWHILL 986 9.6% 121 10.1% GLENBURN 816 8.0% 110 9.2% J'STONE & VILL 2354 23.0% 247 20.6% J'STONE CASTLE 621 6.1% 63 5.3% PAISLEY 2763 27.0% 351 29.3% RENFREW 1543 15.1% 193 16.1% Grand Total 10225 100.0% 1200 100.0%
Page 21
13 PUBLIC Area No. tenants % tenants No. interviews % interviews BISHOPTON 135 1.3% 20 1.7% BRIDGE OF WEIR 192 1.9% 20 1.7% CARTSIDE 165 1.6% 27 2.3% COCHRANE CASTLE 39 0.4% 7 0.6% CORSEFORD 62 0.6% 12 1.0% DYKEBAR 15 0.1% 3 0.3% ELDERSLIE 300 2.9% 6 0.5% FERGUSLIE PARK 243 2.4% 21 1.8% FOXBAR 859 8.4% 85 7.1% GALLOWHILL 985 9.6% 120 10.0% GLENBURN 808 7.9% 109 9.1% GOCKSTON 44 0.4% 0 0.0% HOUSTON 38 0.4% 0 0.0% HOWWOOD 65 0.6% 0 0.0% HUNTERHILL 376 3.7% 41 3.4% INCHINNAN 50 0.5% 10 0.8% JOHNSTONE 1021 10.0% 99 8.3% JOHNSTONE CASTLE 322 3.1% 57 4.8% KILBARCHAN 156 1.5% 20 1.7% KIRKLANDNEUK 283 2.8% 34 2.8% LINWOOD 413 4.0% 40 3.3% LOCHFIELD 257 2.5% 35 2.9% LOCHWINNOCH 163 1.6% 20 1.7% LOUNSDALE 68 0.7% 18 1.5% MOORPARK 120 1.2% 9 0.8% PAISLEY 1927 18.8% 245 20.4% RALSTON 10 0.1% 0 0.0% RENFREW 840 8.2% 107 8.9% SPATESTON 39 0.4% 2 0.2% WHITEHAUGH 116 1.1% 20 1.7% Grand Total 10225 100.0% 1200 100.0% 2.6. Interviewing and quality control All interviewing was undertaken by Research Resource’s highly trained and experienced interviewers’, all of whom are highly experienced in undertaking tenant satisfaction surveys for Housing Associations and Local Authorities. Interviewing took place between the 26th of May and the 19th of June 2026. 2.7. Survey Analysis and Reporting Survey data has been analysed and reported on in a number of ways. Data has been analysed by area and key variables as agreed by the organisation. Where any particular trends or issues are found for any one key group, this is detailed in the survey report.
Page 22
14 PUBLIC Where relevant, data has been compared to the Council’s 2022 and 2024 tenant satisfaction survey results with significant changes in satisfaction highlighted in the report. Please note that not all percentages sum to 100% due to rounding. 2.8. Report Structure This document details the key findings to emerge from the survey for Renfrewshire Council. Chapter 3. OVERALL SATISFACTION Chapter 4. MOVING INTO YOUR HOME Chapter 5. COMMUNICATION AND PARTICIPATION Chapter 6. CONTACT WITH HOUSING SERVICES Chapter 7. THE REPAIRS SERVICE Chapter 8. THE HOME Chapter 9. NEIGHBOURHOOD MANAGEMENT Chapter 10. RENT AND BENEFITS Chapter 11. SERVICE PRIORITIES AND IMPROVEMENTS Chapter 12. HOUSEHOLD INFORMATION Chapter 13. CONCLUSIONS APPENDIX 1: QUESTIONNAIRE APPENDIX 2: TECHNICAL REPORT SUMMARY
Page 23
15 PUBLIC 3. OVERALL SATISFACTION 3.1. Satisfaction with Renfrewshire Council as a landlord (Q1) The survey opened by asking tenants how satisfied they were with the Council as their landlord. The majority of respondents (91%) were very or fairly satisfied in this respect, an increase from the 72% reported in 2024 and 82% in 2022. Renfrewshire Council is performing above the ARC 2024/2025 Local Authority average of 80% with regards to satisfaction with the overall service. Analysis by area reveals Ferguslie Park respondents reported the highest levels of satisfaction (100%) while Gallowhill respondents were least likely to be satisfied (85%). Q1 Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by Renfrewshire Council as your landlord? [Analysed by office] PAISLEY FERGUSLIE PARK J'STONE & VILL GLENBURN RENFREW FOXBAR GALLOWHILL J'STONE CASTLE Base 351 32 247 110 193 83 121 63 Very satisfied 36.8% 15.6% 27.5% 35.5% 30.1% 12.0% 7.4% 63.5% Fairly satisfied 59.0% 84.4% 61.9% 54.5% 57.0% 75.9% 77.7% 27.0% Neither satisfied nor dissatisfied 2.3% - 8.5% 1.8% 8.3% 8.4% 9.9% 6.3% Fairly dissatisfied 1.4% - 1.6% 4.5% 3.1% 1.2% - 1.6% Very dissatisfied 0.6% - 0.4% 3.6% 1.6% 2.4% 5.0% 1.6% No opinion - - - - - - - - % Satisfied 96% 100% 89% 90% 87% 88% 85% 90%
Page 24
16 PUBLIC Respondents who were not satisfied with the overall service provided by Renfrewshire Council as their landlord were then asked to explain why they felt this way. Respondents were most likely to state this was due to poor communal services (23%), due to outstanding repairs (21%), dissatisfaction with the repairs service (20%) and where tenants believed their home required upgrades (17%). Q1a If not satisfied, can you explain why? Base: All who were not satisfied, n=145 No. % Poor communal services e.g. close cleaning/ grass cutting 25 22.5% Repairs outstanding/ not completed 23 20.7% Poor repairs service 22 19.8% Home needs upgrades e.g. kitchen/ bathroom 19 17.1% Problems with ASB/ ASN 12 10.8% Poor customer service 12 10.8% Don't see/ hear much from them 10 9.0% Problems with damp/ mould 7 6.3% Issues with vermin 3 2.7% Issues with bins 2 1.8% Rent too expensive/ keeps increasing 1 0.9% Other 1 0.9% Further analysis reveals that the results to this question vary significantly in terms of: Age: Tenants aged 35-44 (95%) and aged 65 and over (93%) were more likely to be satisfied with the overall service than tenants aged 45-64 (86%). Sex: Males were more likely to have expressed satisfaction (93%) than females (89%). Disability: Those who had a disability were less likely to be satisfied with the overall service (86%) than those who did not have a disability (93%). Ethnicity: White Scottish/ British respondents were less likely to be satisfied (90%) than other ethnicities (97%). Property type: Those who lived in tenement flats were less satisfied (86%) than all other property types (between 90% and 98% satisfaction). Length of stay: Those who lived in their home between 11 and 20 years (87%) were less likely to be satisfied than those who lived in their home between 3 and 10 years (93%).
Page 25
17 PUBLIC
Page 26
18 PUBLIC 4. MOVING INTO YOUR HOME 4.1. Length of tenancy (Q2) Respondents were asked to specify how long they had been a tenant of Renfrewshire Council. This revealed 8% had been Council tenants for 2 years or less, 58% for between 3 and 10 years and 34% for more than 11 years. The proportion of tenants who have lived in their home for less than 2 years has seen a decrease from 20% in 2024. Those who lived in Foxbar had the highest proportion of respondents who were new tenants of 2 years or less (16%) while Ferguslie Park and Johnstone Castle had no tenants living in their home for less than 2 years. Johnstone and Villages had the highest proportion of respondents living in their home for 11 or more years (41%). Q2 How long have you/ your household been a Renfrewshire Council tenant? [Analysed by office] PAISLEY FERGUSLIE PARK J'STONE & VILL GLENBURN RENFREW FOXBAR GALLOWHILL J'STONE CASTLE Base 351 32 247 110 193 83 121 63 Under 1 year 2.8% - 0.4% 0.9% 1.6% 3.6% 0.8% - 1-2 years 4.8% - 5.3% 4.5% 8.8% 12.0% 7.4% 1.6% 3-5 years 13.4% 6.3% 13.0% 23.6% 19.2% 27.7% 13.2% 9.5% 6-10 years 40.5% 87.5% 40.9% 40.0% 36.8% 21.7% 58.7% 54.0% 11-20 years 25.4% 6.3% 21.5% 22.7% 20.2% 24.1% 13.2% 14.3% 21+ years 12.8% - 19.0% 8.2% 13.5% 10.8% 6.6% 20.6% Don’t know/ can’t remember 0.3% - - - - - - -
Page 27
19 PUBLIC 4.2. Satisfaction with condition of new home (Q3) Tenants who stated they have moved into their current home within the last five years were then asked how satisfied they were with its condition when they moved in. Just under 9 in 10 respondents (87%) were very or fairly satisfied with the condition of their home when they moved in, 9% were neither satisfied nor dissatisfied, and just 4% were very or fairly dissatisfied. The proportion of respondents who were either very or fairly satisfied is higher than was reported in 2022 (73%) and in 2024 (72%). Of the 12 tenants who were not satisfied with the condition of their home when they moved in, 6 said their home was in poor condition or run down, 5 said their home needed repairs, 1 tenant said their home needed redecoration and 1 tenant said the kitchen needed upgraded.
Page 28
20 PUBLIC 4.3. Satisfaction with current type of house (Q4) All respondents were then asked if they were happy with the type of house they currently have. The majority of respondents stated yes (94%) while 5% stated no and 1% said they were unsure. The proportion of respondents who were happy with their type of house has increased from 87% in 2022 and 81% in 2024. As shown in the table below satisfaction with house type ranged from 91% in terms of tenement flats to 98% for multi storey and own door flats. Q4 Are you happy with the type of house you currently have? Base Yes No Don’t know Multi storey flat 122 98% 2% - Own door flat 262 98% 1% 0% Other flat/ maisonette 92 96% 3% 1% Terraced house 153 95% 3% 2% Bungalow/ detached or semidetached house 122 93% 6% 2% Tenement flat 449 91% 8% 0% Those who were not happy with the type of house they currently have were asked to explain why this was. Tenants were most likely to state this was due to the property being too small (25%), where they would like a front and back door (19%) or level access (19%). Q4a Are you happy with the type of house you currently have? If no (why is that?) Base: All who were not satisfied, n=59 No. % Home is too small/ big 15 25.4% Would like a back/ front door 11 18.6% Require ground floor/ level access 11 18.6% Poor quality/ condition of home 9 15.3% Don't like living here/ area 4 6.8% Would like a property with a garden 4 6.8% Don't like living in high rise 3 5.1% Receive poor communal services e.g. close cleaning/ grass cutting 3 5.1% Other 1 1.7%
Page 29
21 PUBLIC 4.4. Number of rooms (Q5/6) More than 9 in 10 respondents (96%) felt they had about the right number of rooms in their home, while 2% felt they had too few and 1% felt they had too many. The proportion of respondents who said the number of rooms they had was about right has increased from 85% in 2022 and 83% in 2024. Analysis by number of rooms indicates that those living in bedsits were most likely to say they had too few rooms (11%). Where respondents said they had too many bedrooms this was spread across 2 and 3 bedroom properties (either 1% or 2%). Analysis by age reveals that tenants aged 16-24 (8%) were most likely to say they had too few bedrooms, while those aged 65+ (5%) were most likely to say they had too many bedrooms. Tenants who live in 2 parent households (10%) were most likely to say they had too few bedrooms. The proportion of respondents who said they had too many bedrooms does not vary significantly by household composition. Four out of the 17 tenants who felt that they had too many rooms said they would be willing for someone from Housing Service’s to contact them to discuss if they would be willing to move to a smaller property and provided their contact details for follow up.
Page 30
22 PUBLIC 5. COMMUNICATION AND PARTICIPATION 5.1. Keeping tenants informed (Q7) More than 9 in 10 respondents (93%) felt their landlord was very or fairly good at keeping them informed about their services and decisions, while 6% were neither satisfied nor dissatisfied and 1% were very or fairly dissatisfied. The proportion of tenants who felt Renfrewshire Council were very or fairly good at keeping them informed has increased since the previous survey, from 75% in 2024 to 93% in 2026. Satisfaction is more in line with the 2022 survey where 91% of tenants expressed satisfaction in this respect. The 2026 results are higher than the ARC 2024/25 LA average of 82%. Analysis by area shows that all tenants who lived in Ferguslie Park (100%) said they feel their landlord is very or fairly good at keeping them informed. Those who lived in Glenburn were least likely to feel this way (86%). These findings are consistent with the 2024 survey. Q7 How good or poor do you feel your landlord (Renfrewshire Council) is at keeping you informed about their housing services and decisions? [Analysed by office] PAISLEY FERGUSLIE PARK J'STONE & VILL GLENBURN RENFREW FOXBAR GALLOWHILL J'STONE CASTLE Base 351 32 247 110 193 83 121 63 Very good 25.9% - 37.7% 27.3% 28.0% 2.4% 14.9% 49.2% Fairly good 68.1% 100.0% 58.7% 59.1% 60.6% 85.5% 82.6% 44.4% Neither good nor poor 5.4% - 3.2% 8.2% 9.3% 8.4% 2.5% 6.3% Fairly poor 0.6% - 0.4% 4.5% 2.1% 1.2% - - Very poor - - - 0.9% - 2.4% - - % Good 94% 100% 96% 86% 89% 88% 98% 94%
Page 31
23 PUBLIC The results to this question vary significantly in terms of: Age: Tenants aged 16-34 were less likely to be satisfied in this respect (88%) than all other age groups (between 93% and 95%). Disability: Households with a disability were less likely to say their landlord was good at keeping them informed (88%) than households with no disability (95%). House type: Those living in terraced houses and tenement flats (90%) were less likely to be satisfied than those who lived in multi stories (98%) and own door flats (96%)
Page 32
24 PUBLIC 5.2. Tenant Participation Opportunities (Q8) Tenants were most likely to say they would prefer to be consulted by letter (86%) or by telephone call (29%). These were also the two most popular options identified in the 2022 and 2024 surveys. Analysis by age reveals that as age increases the preference for written communications via letter also increases for example 70% of tenants aged 16-34 preferred to be kept informed in this way compared to 92% of tenants aged 65 and over. Digital communications on the other hand such as email or SMS communication is most likely to be preferred by tenants aged 16-34 (60%), and this decreases with aged to just 3% for those aged 65 and over. Q8 Renfrewshire Council’s Housing service uses a range of different methods to contact and consult with tenants. Which methods do you prefer Renfrewshire Council Housing Service to use to consult with you about issues that may affect you? (tick as many that apply) Base: All respondents, n=1200 No. % By letter 1037 86.4% Telephone call 346 28.8% By email/ SMS text 322 26.8% Magazine / Newsletter 123 10.3% Online 224 18.7% Personal visit 111 9.3% Organised public meetings 14 1.2% Through Tenants and Residents Associations 5 0.4% Through Tenants Forums 4 0.3% By Focus Group 3 0.3% Other - specify 6 0.5% None - -
Page 33
25 PUBLIC 5.3. Satisfaction with opportunities for participation (Q11/12) The majority of respondents (94%) were very or fairly satisfied with the opportunities given to them to participate in their landlord’s decision-making processes, compared to 5% who were neither satisfied nor dissatisfied and 1% who were very or fairly dissatisfied. The proportion of tenants who were very or fairly satisfied in this respect has increased from 84% in 2024, however it is lower than the 2022 survey where 99% expressed satisfaction. The 2026 result is above the ARC 2024/25 LA average of 80%. Analysis by area shows that satisfaction with participation opportunities ranged from 86% in Glenburn to 100% in Gallowhill and Ferguslie Park. Q11 How satisfied or dissatisfied are you with the opportunities given to you to participate in your landlord’s (Renfrewshire Council’s) decision making processes? PAISLEY FERGUSLIE PARK J'STONE & VILL GLENBURN RENFREW FOXBAR GALLOWHILL J'STONE CASTLE Base 351 32 247 110 193 83 121 63 Very satisfied 29.1% 9.4% 42.5% 28.2% 27.5% 2.4% 8.3% 66.7% Fairly satisfied 68.4% 90.6% 52.2% 58.2% 60.6% 86.7% 91.7% 25.4% Neither satisfied nor dissatisfied 2.3% - 5.3% 9.1% 7.8% 7.2% - 7.9% Fairly dissatisfied 0.3% - - 3.6% 4.1% 1.2% - - Very dissatisfied - - - 0.9% - 2.4% - - % satisfied 97% 100% 95% 86% 88% 89% 100% 92%
Page 34
26 PUBLIC Tenants who were not satisfied with the opportunities given to them to participate in their landlord’s decision-making processes were then asked for suggestions for improvement. Just over a quarter stated they were not aware they could become involved (27%). Q12 What could Renfrewshire Council do to make you satisfied with the opportunities for getting involved? Base: Not satisfied with participation opportunities, n=74 No. % Not aware of opportunities available 20 27.0% Decisions made without consulting tenants/ need to listen 9 12.2% Not interested/ no time 7 9.5% Not enough opportunities to participate 6 8.1% Need more information on what they do e.g. letters/ online 5 6.8% Don't know what influence we have on decisions 5 6.8% Other 1 1.4% Don't know 22 29.7% Further analysis indicates that the results to this question vary significantly in terms of: Age: Younger tenants were less likely to be satisfied with participation opportunities (88%) than older tenants aged 65 and over (97%). Disability: Households with a disability were less likely to be satisfied with participation opportunities (89%) than households with no disability (95%). Property type: Those who lived in tenement flats were less likely to be satisfied (91%) than those who lived in bungalows or detached/ semi-detached houses (98%).
Page 35
27 PUBLIC
Page 36
28 PUBLIC 6. CONTACT WITH HOUSING SERVICES 6.1. Contacting Housing Services (Q13/14) Respondents were asked about the methods they would prefer to use when getting in touch with their landlord and also the methods they would prefer their landlord to use when they need to get in touch with them. Telephone contact was by far and away the most preferred way for tenants to use when they need to get in touch with their landlord (96%), followed by email (26%). Letters were the preferred method tenants would like their landlord to use when getting in touch with them (70%), followed by telephone (52%). Q13 Which of the following methods would you prefer to use when getting in touch with your landlord and which would you prefer your landlord to use when getting in touch with you? Q13 Which of the following methods would you prefer to use when getting in touch with your landlord? Q14 Would you prefer your landlord to use when getting in touch with you? [ALL THAT APPLY] Base: All respondents, n=1200 No. % No. % Email 311 25.9% 340 28.3% Phone 1146 95.5% 620 51.7% In person 137 11.4% 154 12.8% Online 71 5.9% 114 9.5% Letter 138 11.5% 838 69.8% Other 2 0.2% 1 0.1% Dedicated Housing App 33 2.8% Text message 285 23.8% Analysis by age shows that digital communications such as email contact and online contact were most likely to be preferred by younger tenants, and that the preference level decreases with age.
Page 37
29 PUBLIC 6.2. Internet use (Q15/16) More than half of tenants (61%) stated they access the internet via home Wi-Fi (56% in 2024), while 77% connect to the internet via a mobile phone (38% in 2024). Internet access is 91% or greater for tenants aged under 55 and only drops off significantly beyond the age of 75 where internet access is just 43%. Just 1 in 10 tenants said they did not use the internet and less than 1% access the internet at a public building such as a library. Analysis by age of respondent shows that as age increases, the proportion of tenants who do not use the internet generally increases with those aged 75 and over being most likely to say they do not use the internet (57%).
Page 38
30 PUBLIC Following on from this, respondents were asked if they would be interested in an optional home Wi-Fi service provided by the Council available for an additional charge. Just 4% were interested in this. 25% said they were interested but was cost dependent, 56% were uninterested and 15% were unsure. Analysis by office is shown in the table below. As can be seen below, tenants who lived in Glenburn (46%), Renfrew (43%), and Johnstone Castle (44%) were most likely to say they would be interested or potentially interested depending on cost. On the other hand no Ferguslie Park tenants answered in this way. Q16b Would you be interested in an optional home Wi-Fi service provided by the Council available for an additional charge? PAISLEY FERGUSLIE PARK J'STONE & VILL GLENBURN RENFREW FOXBAR GALLOW- HILL J'STONE CASTLE Base 351 32 247 110 193 83 121 63 Yes 3% - 1% 9% 7% 7% - 6% Potentially, but would depend upon the cost 24% - 22% 37% 35% 20% 7% 38% No 58% 97% 66% 37% 44% 37% 91% 21% Don't know 15% 3% 11% 16% 14% 35% 2% 35%
Page 39
31 PUBLIC Those who do not currently use the internet were significantly more likely to say they would not be interested in this service (84%) than those who do access the internet (53%). Analysis by age revealed that as age increases, the proportion of tenants who answered yes, or potentially yes both decreased with age. Q16b Would you be interested in an optional home Wi-Fi service provided by the Council available for an additional charge? Access the internet Do not use internet Base 1076 124 Yes 4.6% - Potentially, but would depend upon the cost 27.2% 3.2% No 53.0% 83.9% Don't know 15.2% 12.9% 6.3. Contacting the Council about a housing matter (Q17-20) Around a third of tenants (32%) have contacted Renfrewshire Council about a housing matter in the last 12 months (61% in 2024). Of these respondents, over half (57%) said they contacted the contact centre, 28% had contacted a repairs and maintenance officer and 14% contacted a housing officer. Q18 Who did you contact? Base: All who had been in contact, n=386 No. % Contact Centre 221 57.3% Repairs and maintenance officer 107 27.7% Housing Officer 52 13.5% Other 6 1.6% Tenants were most likely to have contacted the Council about repairs (76%, 73% in 2024). This was followed by moving house (6%) and about garden or close maintenance (4%). In 2024 the top three reasons for making contact were about repairs (73%), moving house (9%) and regarding a neighbour or anti-social behaviour problem (5%). Q19 What did you last contact the Council about? Base: All who had been in contact, n=386 No. % Repairs 292 75.6% Moving House (Housing Options) 22 5.7% Garden/close maintenance 17 4.4% Housing improvements & Investment 14 3.6% Adaptations 9 2.3% Universal Credit/Housing benefit 9 2.3% Rent enquiry 8 2.1% Neighbour problem or Anti-Social Behaviour 6 1.6% Homelessness 1 0.3% Other 8 2.1%
Page 40
32 PUBLIC Seventy nine percent of tenants (80% in 2024) who had contact with the Council within the last 12 months found staff to be helpful, while 11% said staff were unhelpful (11% in 2024) and 11% said staff were neither helpful nor unhelpful (9% in 2024). Analysis by reason for contact reveals that all tenants who had contacted the Council about adaptations, Universal Credit or Housing Benefit and homelessness found staff to be helpful. Those who contacted the Council about neighbour problems or anti-social behaviour were least likely to have found staff helpful (33%). Q22 What did you last contact the Council about? Base Helpful Unhelpful Neither Adaptations 9 100% - - Universal Credit/Housing benefit 9 100% - - Homelessness 1 100% - - Rent enquiry 8 88% - 13% Repairs 292 82% 9% 9% Moving House (Housing Options) 22 73% 9% 18% Housing improvements & Investment 14 64% 14% 21% Garden/close maintenance 17 41% 29% 29% Neighbour problem or Anti-Social Behaviour 6 33% 50% 17%
Page 41
33 PUBLIC 7. THE REPAIRS SERVICE 7.1. General satisfaction with repairs and maintenance (Q21/22) Over one in four tenants (27%) have had repairs carried out in the last 12 months. These respondents were asked generally, how satisfied they are with the way Renfrewshire Council as their landlord deals with repairs and maintenance. The majority of respondents (86%) were very or fairly satisfied in this respect, 9% were neither satisfied nor dissatisfied and 5% were very or fairy dissatisfied. Satisfaction has increased from 71% in 2024 to 86% in 2026 and dissatisfaction has decreased from 16% in 2024 to 5% in 2026. All respondents who had reported repairs in the last 12 months were asked how satisfied or dissatisfied they were with the repairs service they experienced. A third of tenants (33%) were complimentary on the quality of the service and 31% said that the tradespersons attended quickly. A further 12% said they had no issues or complaints and 8% said the repair took too long to complete. Q22a Tell us why you were satisfied or dissatisfied? Base: Reported repairs in last 12 months, n=329 No. % Good quality/ service 108 32.8% Attended fast/ quickly 103 31.3% No issues/ complaints 38 11.6% Repair took too long to complete 27 8.2% It was fixed first time 25 7.6% Repair not complete/ still outstanding 22 6.7% Poor quality of workmanship 17 5.2% Lack of communication/ difficult to get through to someone 7 2.1% Other 2 0.6%
Page 42
34 PUBLIC Analysis by demographic reveals that overall satisfaction varies significantly in terms of: Age: Analysis by age indicates that older respondents aged 65 and over (94%) were more likely to be satisfied with the repairs service than those aged 16-34 (81%). Household composition: Analysis by household composition indicates that 1 parent families were less likely to be satisfied with the repairs service (79%) than single adult households (91%). Length of stay: Tenants who had lived in their home for 21 years or more were most likely to be satisfied with the repairs service (97%).
Page 43
35 PUBLIC 8. THE HOME 8.1. Overall satisfaction with quality of the home (Q23/24) Just under 9 in 10 tenants (88%) were very or fairly satisfied with the quality of their home, compared to 9% who were neither satisfied nor dissatisfied and 3% who were very or fairly dissatisfied. The proportion of respondents who were satisfied with the quality of their home is higher than was reported in 2022 (80%) and in 2024 (72%). The 2026 result is higher than the ARC 2024/25 LA average of 79%. All respondents living in Ferguslie Park were satisfied with the repairs service they received compared to 79% of Gallowhill residents. Q23 Overall, how satisfied or dissatisfied are you with the quality of your home? PAISLEY FERGUSLIE PARK J'STONE & VILL GLENBURN RENFREW FOXBAR GALLOWHILL J'STONE CASTLE Base 351 32 247 110 193 83 121 63 Very satisfied 29.6% - 17.0% 23.6% 20.2% 12.0% 5.0% 42.9% Fairly satisfied 64.1% 100.0% 72.1% 62.7% 62.2% 74.7% 74.4% 49.2% Neither satisfied nor dissatisfied 4.8% - 10.1% 6.4% 14.5% 7.2% 15.7% 4.8% Fairly dissatisfied 1.1% - 0.4% 4.5% 2.6% 3.6% 2.5% 3.2% Very dissatisfied 0.3% - 0.4% 2.7% 0.5% 2.4% 2.5% - % satisfied 94% 100% 89% 86% 82% 87% 79% 92%
Page 44
36 PUBLIC Respondents who were not satisfied with the quality of their home were asked to explain why this was. Respondents were most likely to say this was where their home required repairs (28%) or where they felt their home required new windows or doors. Q24 Can you please explain why you are not satisfied with the quality of your home? Base: Not satisfied with quality of the home, n=139 No. % Home is in need of repairs 39 28.1% New windows/ doors 28 20.1% Need to upgrade kitchen 21 15.1% Problems with damp/ mould 16 11.5% General upgrades/ improvements needed 16 11.5% Heating/ boiler issues 12 8.6% Update bathroom 10 7.2% Walls are cracking/ holes in them 10 7.2% Poor quality/ condition of home 9 6.5% Outside maintenance e.g. gutters/ roof 7 5.0% Home is too small/ big 6 4.3% Issues with close e.g. mess/ needing painted 6 4.3% Other 3 2.2% Analysis by demographic indicates that the results vary significantly in terms of: Age: Satisfaction with the quality of the home is highest amongst the 65 and over age category (92%) and lowest for those aged 16-34 (85%). Sex: Females were less satisfied with the quality of their home (86%) than males (92%). Household composition: Other households (this includes other household compositions such as households with 3 or more adults or multi-generational households) were least likely to be satisfied with the quality of their home (71%), while single adults (90%) and 2 adult households (91%) were most likely to be satisfied with the quality of their home. Disability: Households with a disability were less likely to be satisfied with the quality of their home (85%) than tenants who did not have a disability (90%). Property type: Those living in tenement flats were less likely to be satisfied (84%) than those who lived in multi storey flats (99%).
Page 45
37 PUBLIC
Page 46
38 PUBLIC 8.2. Multi-storey blocks (Q25) Just over 1 in 10 tenants (11%) said they lived in a multi storey property. Tenants who lived in multi storey properties and who received a concierge or caretaker service were asked for their opinions on the service. Satisfaction levels were very high at 100% for most aspects with the exception of the facilities provided in the block (99%) and the security of the block (94%). As can be seen in the chart below satisfaction levels have improved for all three aspects that were asked about in the 2022 and 2024 surveys. Q25 If you live in a high rise block could you please provide answers on the following: What do you think of: [% Good 2022/2024/2026 comparison] 2022 2024 2026 Is the caretaker/ concierge easy to contact 94% 95% 100% General attitude of Caretaker / concierge staff 98% 94% 100% The cleanliness of your block 93% 85% 100%
Page 47
39 PUBLIC 9. NEIGHBOURHOOD MANAGEMENT 9.1. Landlord’s contribution to the management of the neighbourhood (Q26) Tenants were asked to rate how satisfied or dissatisfied they were with their landlord’s contribution to the management of the neighbourhood they live in. More than nine in ten tenants were very or fairly satisfied in this respect (91%), compared to 7% who were neither satisfied nor dissatisfied and 2% who were very or fairly dissatisfied. Satisfaction has increased from 87% in 2022 and 75% in 2024. The 2026 result is higher than the ARC 2024/25 LA average of 80%. Analysis by area reveals that satisfaction with the Council’s contribution to the management of the neighbourhood ranges from 88% for tenants living in Johnstone and the Villages and in Gallowhill to 100% for those living in Ferguslie Park. Q26 Overall, how satisfied or dissatisfied are you with your landlord’s contribution to the management of the neighbourhood you live in? [Analysed by office] PAISLEY FERGUSLIE PARK J'STONE & VILL GLENBURN RENFREW FOXBAR GALLOWHILL J'STONE CASTLE Base 351 32 247 110 193 83 121 63 Very Satisfied 31.9% 9.4% 30.4% 34.5% 36.3% 10.8% 6.6% 65.1% Satisfied 59.0% 90.6% 57.9% 57.3% 58.0% 78.3% 81.0% 33.3% Neither 7.7% - 10.1% 3.6% 5.2% 8.4% 11.6% 1.6% Dissatisfied 1.1% - 1.2% 3.6% 0.5% - - - Very dissatisfied 0.3% - 0.4% 0.9% - 2.4% 0.8% - % Satisfied 91% 100% 88% 92% 94% 89% 88% 98%
Page 48
40 PUBLIC Analysis by demographic shows that overall satisfaction varies significantly with regards to: Age: Tenants aged 65 and over were more likely to be satisfied in this respect (95%) than tenants aged 16-34 (86%). Sex: Females were less likely to be satisfied (93%) than males (89%). Household composition: Single adult households and 2 adult households were most likely to be satisfied (92%), and 1 parent families were least likely (88%). Disability: Households who had a disability (88%) were less likely to be satisfied than households with no disability (93%). Property type: Those living in tenement flats were less likely to be satisfied in this respect (85%) than all other property types. Length of stay: Tenants who had lived in their home for 21 years or more were more likely to be satisfied (94%) than tenants who had lived in their home less than 2 years (87%).
Page 49
41 PUBLIC 9.2. Change in the neighbourhood over the past year (Q27) Just 4% have noticed a change in the neighbourhood over the past year. Those living in Foxbar were most likely to have seen a change (11%). No respondents living in Johnstone Castle and in Ferguslie Park had noticed changes. Where respondents had noticed a change they were asked to elaborate on the differences. The open ended comments have been coded thematically and show that over 6 in 10 respondents (62%) had experienced anti-social behaviour issues and a further 17% said the area had gone downhill. Area analysis indicated that those living in Johnstone and the villages were most likely to believe the area has gone downhill (56%), while those living in Paisley (76%), Glenburn (75%) and in Foxbar (78%) were most likely to have experienced anti-social behaviour. Q27a Could you elaborate on the differences Base: Have seen a difference in their neighbourhood, n=52 No. % ASB/ ASN issues 32 61.5% Area gone downhill 9 17.3% Happy/ got better 6 11.5% Place is a mess with litter/ rubbish 5 9.6% No maintenance been done e.g. close cleaning/ grass cutting 5 9.6%
Page 50
42 PUBLIC 9.3. Best thing about the neighbourhood (Q28) All respondents were then asked an open question relating to the best things about living in their neighbourhood. Answers have been coded thematically to allow for quantitative analysis. Tenants were most likely to say the best thing about their neighbourhood is that they have good neighbours or is a good area to live (33%), or that it is quiet and peaceful (25%). Q28 What is best thing about living in your neighbourhood? Base: All respondents, n=1200 No. % Good neighbours/ area 397 33.1% Quiet/ peaceful 297 24.8% Central for everything 103 8.6% Happy/ no issues/ problems 99 8.3% Always lived here/ been here long time 84 7.0% Maintain the area 58 4.8% Close to local amenities/ good amenities 43 3.6% Close to family/ friends 36 3.0% It is ok/ fine 30 2.5% Good concierge/ warden 13 1.1% Feel safe 10 0.8% Affordable rent 1 0.1% Other 3 0.3% Don't know 130 10.8%
Page 51
43 PUBLIC 9.4. Greatest problems or issues in the neighbourhood (Q29) Tenants were then asked what they perceive to be the greatest problems or issues in their neighbourhood. Again, answers have been coded thematically. As can be seen from the table below, over 4 in 10 tenants (44%) did not believe there were any problems or issues in their neighbourhood. Where tenants did believe an issue to be present, this was most likely in relation to communal services (8%), regarding anti-social behaviour (6%) and where they had experienced drug or alcohol problems (4%). Q29 And what would you say is the greatest problem or issue in your neighbourhood? Base: All respondents, n=1200 No. % Nothing/ no issues 528 44.0% Communal services e.g. close cleaning/ grass cutting 99 8.3% ASB/ ASN issues 74 6.2% Drug / Alcohol problems 47 3.9% Parking issues 40 3.3% Litter/ rubbish in area 25 2.1% Dog fouling 23 1.9% Lack of activities for kids/ kids hanging about 22 1.8% Bins e.g. not enough/ overflowing 21 1.8% Speeding cars 19 1.6% Don't feel safe 6 0.5% Derelict buildings 5 0.4% Need to vet tenants 2 0.2% Other 7 0.6% Don't know 318 26.5%
Page 52
44 PUBLIC 10. RENT AND BENEFITS 10.1. Value for money (Q30/31) Tenants were asked to rate the extent to which they considered their rent to be value for money. Over 9 in 10 tenants (93%) were of the opinion their rent represents very or fairly good value for money, compared to 6% who said it represented neither good nor poor value and 1% who said it represented very or fairly poor value for money. The proportion of respondents who felt their rent represented very or fairly good value for money has increased from 83% in 2022 and 70% in 2024 to 93% in 2026. Renfrewshire Council is performing above the ARC 2024/2025 LA average (80%) with regards to value for money for rent. Respondents were asked to explain why they said their rent was not good value for money. As can be seen from the table below, the main reason was where tenants said rents were too expensive or dissatisfaction with rent increases (52%) or where they were unhappy with the quality of services (25%). Q31 Can you please explain why you say that value for money for your rent is not good? Base: Do not think rent is good value, n=88 No. % Too expensive/ keeps increasing 46 52.3% Receive poor services 22 25.0% Don't pay rent/ receive housing benefit 6 6.8% Homes needing upgrades 6 6.8% It is ok 5 5.7% Poor value for size 4 4.5% Don't know 4 4.5%
Page 53
45 PUBLIC Analysis of this question by demographic indicates that value for money varies significantly in terms of: Household composition: Single adults were most likely to say their rent was good value for money (95%) and “other” households (including households with 3 or more adults, multi-generational households etc) were least likely (84%). Property type: Multi storey flats (99%) were most likely to say rents were good value than tenement flats (88%).
Page 54
46 PUBLIC 10.2. Housing benefit and Universal Credit (Q32) Just under 1 in 4 respondents (22%) stated that they were in receipt of full housing benefit, 1% were in receipt of partial housing benefit, 33% were in receipt of Universal Credit, 6% received partial Universal Credit and 25% said they did not receive any housing benefit and 3% stated they did not know. Q32 Does your household currently receive housing benefit?/Universal Credit? 2022 2024 2026 Base 1316 1223 1200 Yes, Full housing benefit 51.1% 47.3% 22.3% Yes, Partial housing benefit 3.6% 7.1% 1.2% Yes Universal Credit 20.5% 17.4% 33.3% Yes, Partial Universal Credit* * * 5.6% Don’t receive housing benefit 23.9% 25.0% 37.4% Don’t know 0.9% 3.1% 0.3% * New option in 2026 10.3. Charging higher rents for new/ improved homes (Q33) Tenants were asked if they think the Council should charge higher rents for new build homes, newly improved homes and homes that are more energy efficient. Four in ten respondents were not in favour of this (41%) and a further 34% were unsure. On the other hand 13% would be happy with this if the Council were to focus on new build homes only and 10% would like to see new build homes, improved and energy efficient homes.
Page 55
47 PUBLIC The results to this question have been compared to the City of Edinburgh Council’s 2023 Rent Consultation. It should be noted that the Renfrewshire Council survey included an option for homes to be energy efficient which wasn’t included in the CEC survey. As can be seen below, the proportion of respondents answering no to this question is broadly similar for CEC (39%) and Renfrewshire Council (41%). On the other hand, more Renfrewshire tenants answered don’t know (34%) than CEC tenants (16%). A similar proportion said they would like to see their landlord focusing on newly completed homes (12% for CEC and 13% for Renfrewshire Council) or newly modernised homes only (2% for both CEC and Renfrewshire Council). Renfrewshire Council tenants were less likely (10%) than CEC tenants (31%) to have answered the ‘yes to all’ option. CEC 2023 (n=943) Renfrewshire Council TSS 2026 Yes, newly completed homes only 12% 13.1% Yes, newly modernised homes only 1.9% 2.4% Yes, houses that are energy efficient * 0.1% Yes, to all 31.3% 9.8% No 38.9% 41.2% Don’t know 15.9% 33.5% * Not an option in CEC survey
Page 56
48 PUBLIC 11. SERVICE PRIORITIES AND IMPROVEMENTS 11.1. Best aspect of service provided (Q34) All respondents were then asked an open question regarding what they thought was the best thing about the Housing Services that Renfrewshire Council provides. As can be seen from the table below, 21% of tenants reported good services or that they were happy overall, 17% spoke about customer service for example staff being helpful or friendly, 13% said they had no issues or complaints and 13% were happy with the repairs service. Q34 What do you think is the best thing about the Housing Service that Renfrewshire Council provides? [PROBE FULLY] Base: All respondents, n=1200 No. % Good services/ happy overall 256 21.3% Customer service e.g. staff helpful/ friendly 205 17.1% No issues/ complaints 160 13.3% Repairs service 158 13.2% Affordable rent / cheaper than private 54 4.5% Good/ secure homes 44 3.7% Maintain the area 23 1.9% Good concierge/ warden service 20 1.7% Like the area/ neighbours 8 0.7% Upgrades/ improvements to homes 6 0.5% Don't know 291 24.3%
Page 57
49 PUBLIC 11.2. Service improvement (Q35) Tenants were then given the opportunity to provide an open response to the parts of the housing service of Renfrewshire Council that could be improved upon. Over one in four tenants stated ‘none’ (28%) and a further 43% answered ‘don’t know’ to this question. Where a suggestion was provided, this was most likely to be in relation to communal services (7%) and upgrading and improving homes (7%). Q35 If you were to recommend a key area for improvement for the Housing Service that Renfrewshire Council provides, what would it be? [PROBE FULLY] Base: All respondents, n=1200 No. % Nothing/ no issues 333 27.8% Communal services e.g. close cleaning/ grass cutting/ back court 84 7.0% Upgrades/ improvements to homes 82 6.8% Repairs service 46 3.8% Build new homes 43 3.6% Lower rents/ keep affordable 28 2.3% Allocation of homes/ vet tenants 16 1.3% Customer service 16 1.3% Fix the parking issues 15 1.3% Sort the bin areas 14 1.2% Deal with ASB/ ASN 11 0.9% More for kids in area 9 0.8% Deal with damp/ mould 6 0.5% Better communication/ listen to tenants 6 0.5% Other 4 0.3% Don't know 512 42.7%
Page 58
50 PUBLIC 12. HOUSEHOLD INFORMATION 12.1. Equalities overview 12.2. Tenant or partner (Q36) Almost all respondents (95%) who took part in the survey were the tenant of the house, while 5% were the tenant’s partner or spouse.
Page 59
51 PUBLIC 12.3. Age and gender (Q37/38) Just over half of respondents (54%) were female, while 46% were male. In terms of the age profile of respondents, 17% were aged 18 to 34, 28% were aged 35 to 44, 33% were aged 45 to 64 and 23% were aged over 65. Just 1 respondent refused to provide their age. Q37 What is your age? Base: All respondents, n=1200 No. % 16-24 26 2.2% 25-34 176 14.7% 35-44 330 27.5% 45-54 211 17.6% 55-64 180 15.0% 65-74 213 17.8% 75+ 63 5.3% Prefer not to say 1 0.1% 12.4. Household composition (Q39) In terms of household composition, 49% consisted of single adults, 20% were two adult households, 4% consisted of three of more adults, 16% were one-parent families and 11% were two parent families. Q39 How would you describe the composition of your household? Base: All respondents, n=1200 No. % One adult under 60 320 26.7% One adult aged 60 or over 265 22.1% Two adults both under 60 140 11.7% Two adults both over 60 68 5.7% Two adults, at least one 60 or over 30 2.5% Three or more adults, 16 or over 47 3.9% 1 parent family with children at least 1 under 16 192 16.0% 2 parent family with children at least 1 under 16 134 11.2% Other (please specify) 4 0.3%
Page 60
52 PUBLIC 12.5. Disability status (Q40/41) More than 1 in 4 households (28%) stated that they or someone in their household had a long- term illness, health problem or disability that limits their daily activities or the work they can do (including problems due to old age). The most common long-term illness, health problem or disability cited was mobility or physical disabilities (70%), followed by mental ill health (18%). Q41 What is the nature of their disabilities? Base: Have a disability, n=338 No. % Mobility/ physical disabilities 236 69.8% Mental ill health 60 17.8% Being frail due to old age 14 4.1% Difficulties with sight 6 1.8% Difficulties with hearing 6 1.8% Drug/ Alcohol dependency 3 0.9% Learning difficulties 2 0.6% Other 15 4.4% Prefer not to say 42 12.4% 12.6. Ethnicity (Q42) Almost all tenants (92%) were White Scottish (88%) or White other British (4%). Q42 Can you tell me which of the following groups you consider you belong to? Base: All respondents, n=1200 No. % White Scottish 1060 88.3% White Other British 2 0.2% White Irish - - Gypsy/ Traveler - - Polish 83 6.9% Any other white ethnic group (please specify) 1 0.1% Any mixed or multiple ethnic groups (please specify) 2 0.2% Pakistani, Pakistani Scottish or Pakistani British 12 1.0% Indian, Indian Scottish or Indian British 9 0.8% Bangladeshi, Bangladeshi Scottish or Bangladeshi British - - Chinese, Chinese Scottish or Chinese British 4 0.3% Any other Asian, Asian Scottish or Asian British (please specify) 1 0.1% African, African Scottish or African British 8 0.7% Caribbean, Caribbean Scottish or Caribbean British - - Black, Black Scottish or Black British - - Any other African, Caribbean or Black (please specify) - - Arab, Arab Scottish or Arab British 5 0.4% Any other group (please specify) 9 0.8% Prefer not to say 4 0.3%
Page 61
53 PUBLIC 13. CONCLUSIONS The 2026 Tenant Satisfaction Survey presents a very positive picture of Renfrewshire Council’s performance as a landlord. Based on 1,200 tenant interviews, the findings show strong levels of satisfaction across the main service areas and a clear improvement since the 2024 survey. Importantly, the Council is performing above the Scottish Local Authority average across the key Scottish Social Housing Charter indicators included in the report. 13.1. Areas of high performance Overall satisfaction is a particular strength, with 91% of tenants very or fairly satisfied with the service provided by Renfrewshire Council as their landlord. This is a substantial improvement from 72% in 2024 and is also above the 2024/25 Local Authority average of 80%. The Council also performs strongly in relation to communication and tenant involvement. More than nine in ten tenants felt the Council was good at keeping them informed about services and decisions, and 94% were satisfied with opportunities to participate in decision-making. There are also very strong findings in relation to tenants’ homes and neighbourhoods. Satisfaction with the quality of the home stands at 88%, satisfaction with neighbourhood management is 91%, and 94% of tenants are happy with the type of home they currently have. In addition, 96% felt they had about the right number of rooms. These results indicate that most tenants feel their home and local environment meet their needs. Value for money is another notable area of high performance. The survey shows that 93% of tenants felt their rent represented good value when taking account of both accommodation and services. This is well above the Scottish Local Authority average and represents a strong endorsement of the perceived value of the Council’s housing offer. 13.2. Areas for consideration and focus for improvement While the overall results are strong, the report highlights several areas where continued focus could help sustain and further improve tenant satisfaction. Among tenants who were not satisfied overall, the most common reasons related to communal services, outstanding repairs, dissatisfaction with the repairs service, and the need for home upgrades. These issues should remain a priority for service review and improvement planning. Repairs performance is positive overall, with 86% of tenants satisfied with repairs carried out in the last 12 months. However, repairs are also one of the main reasons given by dissatisfied tenants. This suggests that the Council should continue to focus on repair completion, communication during the repairs process, and consistency of service experience. The results also point to some variation across areas and tenant groups. For example, overall satisfaction was highest in Ferguslie Park and lower in Gallowhill. Tenants living in tenement flats, tenants with a disability, and those in some longer tenancy groups were also less likely to be satisfied overall. These differences suggest that targeted follow-up actions may be useful to
Page 62
54 PUBLIC understand whether particular service or property-related issues are affecting specific groups or locations. Neighbourhood and communal service issues should also remain an area of focus. Although satisfaction with neighbourhood management is high, tenants who identified problems most commonly referred to communal services, anti-social behaviour, and drug or alcohol-related issues. Continued partnership working and clear communication about actions taken may help maintain confidence in neighbourhood management. 13.3. Overall conclusion Overall, the 2026 survey findings are very encouraging. They show a strong recovery and improvement since 2024, with high satisfaction across the main Charter measures and performance above the Local Authority average. The key challenge now is to sustain these positive results while focusing improvement activity on the areas that matter most to dissatisfied tenants: repairs, communal services, home condition and localised neighbourhood concerns.
Page 63
55 PUBLIC Appendix 1 Survey Questionnaire
Page 64
56 PUBLIC Overall satisfaction 1. [SSHC1] Taking everything into account, how satisfied or dissatisfied are you with the overall service provided by Renfrewshire Council as your landlord? Very satisfied 1 Fairly satisfied 2 Neither satisfied nor dissatisfied 3 Fairly dissatisfied 4 Very dissatisfied 5 No opinion 6 [CODE 3,4,5] If not satisfied, can you explain why? [INTERVIEWER: PLEASE NOTE THAT IF TENANT MENTIONS SERVICES OR ISSUES THAT ARE NOT HOUSING SERVICE ISSUES, REMIND THEM IT RELATES TO THE HOUSING SERVICE AND ASK THEM ABOUT THE LANDLORD SERVICE] Your home 2. How long have you lived in your current home? Under 1 year 1 Go to Q3 for less than two years 1-2 years 2 3-5 years 3 Go to Q4 6-10 years 4 11-20 years 5 21+ years 6 Don’t know/ can’t remember 7 3. If you moved into your current home in the past two years, how satisfied were you with its condition?) Very satisfied 1 Fairly satisfied 2 Neither satisfied nor dissatisfied 3 Fairly dissatisfied 4 Very dissatisfied 5 Don’t know/ Can’t remember 6 If dissatisfied, why were you not satisfied with the condition of your home when you moved in? 4. Are you happy with the type of house you currently have? Yes 1 No (why is that?) 2 Don’t know 3 5. Do you think the number of rooms you have in your home is….? Too few 1 Go to Q7 Too many 2 Go to Q6 About right 3 Go to Q7 6. If too many, would you be willing for someone from Renfrewshire Council to contact you to discuss if you would be willing to move to a smaller property ….?
Page 65
57 PUBLIC Yes (confirm that respondent happy for contact details to be passed over to the Council so that they can be contacted in this respect. All other responses will remain confidential and anonymous) 1 No 2 Communication and Participation 7. [SSHC2] How good or poor do you feel your landlord (Renfrewshire Council) is at keeping you informed about their housing services and decisions? Very good 1 Fairly good 2 Neither good nor poor 3 Fairly poor 4 Very poor 5 8. Renfrewshire Council’s Housing service uses a range of different methods to contact and consult with tenants. Which methods do you prefer Renfrewshire Council Housing Service to use to consult with you about issues that may affect you? (tick as many that apply) By letter 1 Telephone call 2 By e mail/SMS text 3 Magazine / Newsletter 4 Online 5 Personal visit 6 Organised public meetings 7 Through Tenants and Residents Associations 8 Through Tenants Forums 9 By Focus Group 10 Other 11 None 12 9. If Renfrewshire Council was looking to discuss any points similar to those raised in the survey, would you be willing to participate? Yes 1 Go to Q10 No 2 Go to Q11 10. If you are willing would you be happy for us to pass your contact details on to Renfrewshire Council so they can get in touch about any potential opportunities? All your other responses will remain completely confidential. Yes 1 Go to Q11 No 2 11. [SSHC5] How satisfied or dissatisfied are you with the opportunities given to you to participate in your landlord’s (Renfrewshire Council’s) decision making processes? Very satisfied 1 Go to Q13 Fairly satisfied 2 Neither satisfied nor dissatisfied 3 Go to Q12 Fairly dissatisfied 4 Very dissatisfied 5
Page 66
58 PUBLIC 12. What could Renfrewshire Council do to make you satisfied with the opportunities for getting involved? Go to Q13 Contact with Housing Services 13. How do you want to contact Renfrewshire Council Housing Service? [ALL THAT APPLY] Email 1 Phone 2 In person 3 Online 4 Letter 5 Other (please specify) 6 14. How would you prefer Renfrewshire Council Housing Service to contact you? [ALL THAT APPLY] Email 1 Phone 2 In person 3 Online 4 Dedicated Housing App 5 Letter 6 Text message 7 Other (please specify) 8 15. How do you access the internet? ALL THAT APPLY Home wifi 1 Got to Q16b Mobile phone 2 At a public building like a library 3 Other (please specify) 4 Do not use the internet 5 Go to Q16 16. If you do not have access to the internet, what is the reason Too expensive 1 I am not interested in the internet 2 I do not have a device that allows access the internet 3 I don’t think I have the skills/online safety awareness to navigate the internet 4 Other (please specify) 5 (Note to Research resource, Q16 provide neighbourhood breakdown of responses) 16b. Would you be interested in an optional home Wi-Fi service provided by the Council available for an additional charge?” Yes 1 Potentially, but would depend upon the cost 2 No 3 Don’t know 4 17. Have you contacted Renfrewshire Council about a housing matter in the last 12 months?
Page 67
59 PUBLIC Yes 1 Go to Q18 No 2 Go to Q21 Can’t remember 3 18. Whom did you contact? Contact Centre 1 Housing Officer 2 Repairs and maintenance officer 3 Other (please specify) 4 19. What did you last contact the Council about? Repairs 1 Adaptations 2 Housing improvements & Investment 3 Rent enquiry 4 Universal Credit/Housing benefit 5 Homelessness 6 Moving House (Housing Options) 7 Neighbour problem or Anti-Social Behaviour 8 Garden/close maintenance 9 Other (please specify) 10 20. Did you find the staff helpful or unhelpful? Helpful 1 Unhelpful 2 Neither 3
Page 68
60 PUBLIC The Repairs Service [INTERVIWER: READ OUT] Turning now to the Council’s reactive repairs service which comprises emergency, urgent and routine repairs, can I ask you… 21. Have you had any repairs carried out in this property in the last 12 months Yes 1 Go to Q22 No 2 Go to Q23 22. Generally, how satisfied are you with the way Renfrewshire Council deals with repairs and maintenance? Very satisfied 1 Fairly satisfied 2 Neither satisfied nor dissatisfied 3 Fairly dissatisfied 3 Very dissatisfied 4 Tell us why you were satisfied or dissatisfied
Page 69
61 PUBLIC Your Home 23. [SSHC7] Overall, how satisfied or dissatisfied are you with the quality of your home? Very satisfied 1 Go to Q25 or Q26 Fairly satisfied 2 Neither satisfied nor dissatisfied 3 Go to Q24 Fairly dissatisfied 4 Very dissatisfied 5 24. Can you please explain why you are not satisfied with the quality of your home? 25. [INTERVIEWER: ASK QUESTION ONLY IF LIVE IN A MULTI STOREY FLAT & RECEIVE CONCIERGE/CARETAKER SERVICE – MARKED ON SAMPLE. OTHERWISE SKIP TO Q26] If you live in a high rise block could you please provide answers on the following: What do you think of: Very good Fairly good Neither nor Fairly poor Very poor General attitude of Caretaker / concierge staff 1 2 3 4 5 Is the caretaker/ concierge easy to contact 1 2 3 4 5 The condition of your block 1 2 3 4 5 The cleanliness of your block 1 2 3 4 5 The security of your block 1 2 3 4 5 The common areas within your block 1 2 3 4 5 The facilities provided in your block 1 2 3 4 5
Page 70
62 PUBLIC Neighbourhood Management 26. [SSHC13] Overall, how satisfied or dissatisfied are you with your landlord’s contribution to the management of the neighbourhood you live in? [INTERVIEWER NOTE: Neighbourhood is defined as the street in which the tenant lives and the immediate surrounding area.] Very satisfied 1 Fairly satisfied 2 Neither satisfied nor dissatisfied 3 Fairly dissatisfied 4 Very dissatisfied 5 27. Have you noticed any difference to your neighbourhood over the past year Yes No Could you elaborate on the differences 28. What is best thing about living in your neighbourhood? [ASK AS OPEN QUESTION AND CODE RESPONSE – DO NOT PROMPT ] 29. And what would you say is the greatest problem or issue in your neighbourhood? [ASK AS OPEN QUESTION AND CODE RESPONSE – DO NOT PROMPT]
Page 71
63 PUBLIC Rent and benefits 30. [SSHC25] Taking into account the accommodation and services your landlord provides, to what extent do you think your rent represents value for money? Is it… Very good 1 Go to Q32 Fairly good 2 Neither good nor poor 3 Go to Q31 Fairly poor 4 Very poor 5 31. Can you please explain why you say that value for money for your rent is not good? 32. Does your household currently receive housing benefit?/Universal Credit? Yes, Full housing benefit 1 Yes, Partial housing benefit 2 Yes Universal Credit 3 Yes, Partial Universal Credit 4 Don’t receive housing benefit/Universal credit 5 Don’t know 6 We would like your opinion on rent charging 33. Do you think we should charge higher rents for new build homes, newly improved homes and homes that are more energy efficient? Yes, New Build homes only 1 Yes, newly improved homes only 2 Yes, houses that are energy efficient 3 Yes all New Build newly improved homes and energy efficient homes 4 No 5 Don’t Know 6
Page 72
64 PUBLIC Services Priorities and Improvements 34. What do you think is the best thing about the Housing Service that Renfrewshire Council provides? [PROBE FULLY] 35. If you were to recommend a key area for improvement for the Housing Service that Renfrewshire Council provides, what would it be? [PROBE FULLY]
Page 73
65 PUBLIC About You and Your Household Finally, I’d like to ask some questions about you and your household. Please be assured that these questions are completely confidential and they will only be used for analysis purposes to see if there are differences in the views between different tenants. 36. Which of these are you? Tenant of this home 1 Tenant’s partner/ spouse 2 37. What is your age? 16-24 1 25-34 2 35-44 3 45-54 4 55-64 5 65-74 6 75+ 7 Prefer not to say 8 38. Which of the following best describes how you think of yourself? Male 1 Female 2 In another way 3 39. How would you describe the composition of your household? One adult under 60 1 One adult aged 60 or over 2 Two adults both under 60 3 Two adults both over 60 4 Two adults, at least one 60 or over 5 Three or more adults, 16 or over 6 1 parent family with children at least 1 under 16 7 2 parent family with children at least 1 under 16 8 Other (please specify) 9 40. Does anyone living in this household have any long term illness, health problem or disability which limits their daily activities or the work they can do (including problems due to old age)? Yes 1 Go to Q41 No 2 Go to Q42 41. What is the nature of their disabilities? Mental ill health 1 Mobility/ physical disabilities 2 Learning difficulties 3 Difficulties with sight 4 Difficulties with hearing 5 Dementia 6 Being frail due to old age 7 HIV/ AIDS 8 Drug/ Alcohol dependency 9 Other (please write in) 10 Don’t know 11
Page 74
66 PUBLIC 42. Renfrewshire Council monitors the ethnic origin of its tenants to ensure it provides a quality service to all members of the community who require it. Can you tell me which of the following groups you consider you belong to? WHITE White Scottish 1 White Other British 2 White Irish 3 Gypsy/ Traveler 4 Polish 5 Any other white ethnic group (please specify) 6 MIXED OR MULTIPLE ETHNIC GROUPS Any mixed or multiple ethnic groups (please specify) 7 ASIAN, ASIAN SCOTTISH OR ASIAN BRITISH Pakistani, Pakistani Scottish or Pakistani British 8 Indian, Indian Scottish or Indian British 9 Bangladeshi, Bangladeshi Scottish or Bangladeshi British 10 Chinese, Chinese Scottish or Chinese British 11 Other (please specify) 12 AFRICAN, CARIBBEAN OR BLACK African, African Scottish or African British 13 Caribbean, Caribbean Scottish or Caribbean British 14 Black, Black Scottish or Black British 15 Other (please specify) 16 OTHER ETHNIC GROUP Arab, Arab Scottish or Arab British 17 Any other group (please specify) 18 THANK YOU AND CLOSE
Page 75
67 PUBLIC Appendix 2 Technical Report Summary
Page 76
68 PUBLIC TECHNICAL REPORT SHEET – QUANTITATIVE RESEARCH Project number P1575 Project name Renfrewshire Council Tenant Satisfaction Survey 2026 Objectives of the research The aim of the survey was to seek tenants’ views on the services Renfrewshire Council’s Housing Service provides and how well it performs these services and to help identify areas where the service can be improved. Specifically the research will provide customers views on the following: Overall satisfaction The quality of information provided Quality of accommodation Contribution to the neighbourhood How the Council deals with anti-social behaviour Tenant involvement/ opportunities for participation Value for money. Target population Tenants of Renfrewshire Council Description of sample frame/ source and validation methods if applicable Database was provided by Renfrewshire Council containing 10225 tenants with name, address and telephone number and email addresses where available. Sampling method (probability or non- probability) and quotas used A representative sample was drawn across geographical areas to ensure coverage of all stock types. Sample units drawn 4320 Target sample size The aim was to achieve 1200 interviews Achieved sample size and reasons if target not achieved A total of 1,200 tenant interviews were achieved. Date of fieldwork Interviewing took place between the 26th of May and the 19th of June 2026. Data collection method Interviews were undertaken with the tenant or their partner on a face to face basis. All responses were recorded electronically on tablet, entered directly into our SNAP survey software package. Response rate and definition and method of how calculated 28% (1200 interviews from a sample of 4320)
Page 77
69 PUBLIC Questionnaire length c. 10-15 mins Any incentives? No Number of interviewers 8 interviewers were working on this. Interview/ self- completion validation methods 10% of interviews were validated using respondent recontact. Showcards or any other materials used? Not applicable Weighting procedures (if applicable) Not applicable Estimating and imputation procedures (if applicable) Not applicable Reliability of findings and methods of statistical analysis if applicable Data accurate overall to +/-2.66% for tenants based upon a 50% estimate at the 95% confidence level