Tamworth Borough Council has admitted it needs to improve its housing services following feedback from over 1,000 tenants. The council's third annual Tenant Satisfaction survey, conducted between February and March, questioned 1,040 residents across 4,270 properties in Tamworth. The results exposed significant problems with communication and how complaints are handled, with tenants feeling their voices are not being heard.
Chief Executive Stephen Gabriel acknowledged the scale of the issue, stating bluntly: "Too many tenants do not feel listened to." While the survey found positive results in some areas – with 85.8% of emergency repairs completed within 24 hours – other aspects of the Tamworth housing service fell short of expectations. Tenants reported low confidence in neighbourhood management and expressed concern that their feedback does not lead to visible changes.
The damning feedback highlights a disconnect between Tamworth Borough Council and its residents. Tenants across the borough's housing stock indicated they struggle to communicate concerns effectively and feel their complaints are not handled appropriately. These issues underscore the need for the council to overhaul how it interacts with the people living in its properties.
Tamworth Borough Council has committed to strengthening communication with residents and improving complaint handling processes. The council plans to demonstrate to tenants that their feedback directly influences service improvements. Details of these changes will be included in the forthcoming Tenant Annual Report, which the council is developing in partnership with tenant groups to ensure residents have a voice in shaping future housing services.