04a JSNA Appendix , item 5. PDF 6 MB - Lambeth Council

DRAFT
(12%) consider the landlord to be poor at keeping them informed. This is a slight
improvement on 2004 results rising from 68% 109 .
The most popular method of contacting Lambeth Housing is via the telephone and over
half (52%) select this as their favoured method. This is followed by nearly four in ten
(37%) who prefer contact in person at the housing office. When asked how they would
like to be contacted regarding their views on decisions affecting their home, three
quarters (75%) of Lambeth tenants state that they prefer to be contacted by letter. The
next most popular methods of contact are telephone at 34% and by home visit at 27% 110 .
Those tenants who had contacted Lambeth Housing in the 12 months prior to the survey
were asked to rate various aspects of their contact. Generally staff are considered to be
helpful and able to deal with problems, although nearly three in ten (29%) indicate staff
were difficult to get hold of. These perceptions may well have improved as a result of the
introduction of the LSC in March 2004. Tenants are less satisfied with the final outcome
of their query, with half (50%) expressing satisfaction compared to nearly four in ten
(38%) expressing dissatisfaction – a pattern consistent with other London Boroughs.
In line with other London boroughs, just under half of all council tenants are
satisfied with the opportunities for participation in decision making (49%).
Tenants do think that their views are taken into account with 49% thinking
Lambeth does so ‘a little’ and 25% ‘a lot.’ Improvements are needed however,
with 85% of tenants believing that taking their views into account needed
improvement. In terms of the avenues through which they could participate,
tenants thought that the format of tenants’ meetings was acceptable, although
were critical about the lack of positive outcomes. Those involved in tenants’
committees or the Tenants’ Council felt that they were time consuming and
unproductive 111 . Improving feedback to these groups about the outcome of their
participation is therefore vital.
Parents
Satisfaction levels are higher for nursery and primary education within Lambeth
with 70% and 68% of users rating them as good or excellent respectively.
Satisfaction decreases for the older education service providers with just over
half satisfied with secondary education (51%) and adult education (55%) within
the borough 112 . Only 22% of all residents think Lambeth secondary education is
good or excellent compared to 34% across London. Positively, satisfaction with
all types of education has improved since 2003 and fewer residents are
concerned about education than in 2005. A focus group with parents conducted
in 2005 found they were pleased with the nursery and primary schools that their
children attended, but became concerned when it was time for them to transfer to
secondary school. Five of the seven parents with children at primary school
stated that improvement to secondary schools in the borough was their top
109 STATUS Tenant Satisfaction Survey 2006.
110 STATUS Tenant Satisfaction Survey. 2006
111 STATUS Tenant Satisfaction Survey 2006.
112 Source: TNS Social Lambeth Residents Survey 2007/08. January 2008.
Lambeth JSNA – Preliminary assessment
Version 4
October 2008
148