Council tenants concerned over complaints handling

Less than a quarter of council tenants in Guildford are happy with the way complaints are dealt with, a survey has said.

The Tenant Satisfaction Measures Report also said fewer than half of those who responded felt the borough council listened to people's views and acted upon them.

An investigation looking into historic failings in the housing service in Guildford leading to an overspend of millions in contracts was published this week.

The leader of the council, Julia McShane, said progress was being made.

The survey for the council, which was carried out between June 21 and July 19 in 2024, also flagged up issues including communications and customer service, as well as repairs and maintenance.

Overall satisfaction for Guildford, which owns about 5,200 social housing properties, is below the national average for local authorities.

Only 61 per cent of tenants, out of 596 respondents, said they were happy with the service.

One tenant at the Park Barn estate, who did not want to be named, told BBC Radio Surrey there had been delays when housing issues were flagged.

"If there is an emergency, they're pretty quick to come out, but general bits and bobs, they're not that great," he said.

Suzanne Muna, from the Social Housing Action Campaign (SHAC), said the group was hearing about problems for tenants across the country more often.

"It's not easy just to pack up your belongings and move to another property," she told BBC Radio Surrey.

"So it is very difficult. You are left living with the consequences of bad decisions."

Councillor McShane said work was being done with tenants and a three-year plan saw the council "making progress".

She added: "We must keep our tenants at the heart of everything we do."

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