The Association carries out a tenants satisfaction survey every 3 years to find out how we are performing and to identify areas where we can improve our service to tenants. Our latest survey was completed early in 2017 and we were delighted that 486 (60%) tenants took the time to complete the survey and we would like to thank those that took part.
The results reveal that, in general, the Association is performing to a high standard. The following points show the key findings of the survey:
- Overall satisfaction with the Association as a landlord is very high with 97% of tenants being either very or fairly satisfied.
- Tenants perceptions of the Association have all increased since the 2013/14 survey with the most notable increase in agreement in terms of ‘You trust your landlord’ which has increased by 17 percentage points from 79% in 2013/14 to 96% in 2016/17.
- The vast majority of tenants were either very or fairly satisfied with the Association with regard to keeping them informed (98%). The main ways in which they wish to be kept informed are in writing, by telephone and via the Association’s newsletter. Over three quarters of respondents (76%) use the internet.
- In terms of participation opportunities, the majority of tenants who had a view were satisfied in this respect (94%), however, 6% were neither satisfied nor dissatisfied.
- 94% of respondents who had a repair carried out in the last 12 months were very or fairly satisfied with the service that they received compared to 2% who were neither satisfied nor dissatisfied and 5% who were neither satisfied nor dissatisfied.
- Satisfaction with the customer care aspects of the repairs service was also very high with satisfaction ranging from 91% in terms of the length of time taken to undertake the repair to 96% in terms of the helpfulness of the Association staff involved.
- Almost all respondents were very or fairly satisfied with the quality of their home (98%)
- In terms of the ground maintenance to common areas, almost all respondents were very or fairly satisfied.
- Similar to grounds maintenance the proportion of respondents very or fairly satisfied with the Association’s management of the neighbourhood has also increased significantly since the 2013/14 survey with almost all respondents expressing satisfaction in this respect (98%).
- Finally, with regard to rents and financial management, tenants were positive about the value for money their rent represents (87% stated that their rent represented good value for money).