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 2020 and we were delighted that 537 (63%) 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 94% of tenants being either very or fairly satisfied.
- The vast majority of tenants were either very or fairly satisfied with the Association with regard to keeping them informed (99%). 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 (75%) use the internet.
- In terms of participation opportunities, the majority of tenants who had a view were satisfied in this respect (96%), however, 4% were neither satisfied nor dissatisfied. The proportion of respondents very or fairly satisfied with the opportunities given to them to participate in the Association’s decision making processes has increased since the last survey in 2016/17, increasing from 94% to 96%.
- 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.
- Satisfaction with the customer care aspects of the repairs service was also very high with satisfaction ranging from 93% in terms of the length of time taken to undertake the repair to 100% in terms of the helpfulness of the Association staff involved and the system for reporting repairs to the landlord. Compared to the 2016/17 survey satisfaction with customer care aspects of the repairs service has increased. The most notable increase in satisfaction can be seen in terms of the system for reporting repairs to the landlord and the contact from tradespeople to arrange access which have both increased by 5% since the 2016/17 survey.
- Just over 9 in 10 respondents were very or fairly satisfied with the quality of their home (92%).
- The proportion of respondents very or fairly satisfied with the Association’s management of the neighbourhood has decreased since the 2016/17 survey with 96% of respondents expressing satisfaction in this respect (98% in 2016/17
- Finally, with regard to rents and financial management, tenants were positive about the value for money their rent represents (83% stated that their rent represented good value for money). The proportion of respondents who said they never have difficulty in affording to pay their rent has increased from 65% in 2016/17 to 83% in 2019/20.