Council tenant satisfaction drops ten per cent in a year
Residents’ satisfaction among Portsmouth City Council tenants has dropped by ten per cent in just over a year.
In a recent cabinet decision meeting, councillors and officers noted a report on resident surveys undertaken in 2024/25.
The findings show a satisfaction score of 72 per cent, compared with 81 per cent the year before.
The council’s report states the decline is down to refurbished bin storage in Portsea, in line with new waste legislation, creating “temporary disruption” and in Wecock Farm where the condition of decor “affected how residents judged cleanliness”.
It adds that feedback, across the wider portfolio, has remained positive which “therefore helps us focus improvement activity where it is most needed, rather than indicating a wider decline in overall standards”.
Questions were raised over the council’s demand led cleaning model which prioritises tasks based on reports from tenants or staff, with work allocated through a central database.
The council’s head of estate services, Philip Bentley, clarified that the model doesn’t require reports for cleaning staff to attend: “it’s more about being able to produce an understanding as a service about what demands are out there”.
“For example we might clean a block every five working days, that would be based on our knowledge of that building.”
In August last year, a resident led panel visited various council estates to speak with residents and cleaners and fill out questionnaires.
Hawthorn Crescent in Highbury was “generally positive” despite rubbish outside bin areas, fly tipping and visible stains on walls.
Millgate House in Portsea also received positive feedback, with residents describing it as “consistently clean and well-maintained”.
Sharps Road in Havant was “considered exemplary” with residents praising cleaning services and describing the building as “safe, clean and pleasant”.
Estella Road in Buckland “by contrast” was “rated poorly due to its deteriorating condition, flaking paint, and evidence of rough sleeping”.
Councillor Darren Sanders thanked Mr Bentley for not “white-washing” the report “which I think is incredibly helpful as our residents deserve a realistic assessment both good and bad”.
He added that residents have been complaining about the demand led cleaning model for 15 years and encouraged clearer communication about its operation.
He compared the service to how the council fixes potholes, explaining that roads are routinely inspected but the council also responds to reports.