STATUS survey

As part of its ongoing commitment to seek the views of its residents, earlier this year the Trust asked independent research company BMG Research to conduct our three-yearly customer satisfaction (STATUS) survey, of both tenants and leaseholders. 46 per cent of tenants and 33 per cent of leaseholders responded. 

What did the survey tell us?

The report says that the Trust is a good landlord and we are maintaining high levels of satisfaction across the board. 80 per cent of tenants are satisfied overall with the Trust. 85 per cent of tenants are satisfied with their home and 80 per cent are satisfied with the area in which they live. 49 per cent of leaseholders are satisfied with the overall level of service. 

Customer service

Residents told us that we communicate well with them and that our customer care is good. 93 per cent of tenants and 81 per cent of leaseholders are satisfied with the level of customer service they receive, including 23 per cent of tenants who consider it to be excellent. 

86 per cent of tenants and 73 per cent of leaseholders found staff to be helpful. 87 per cent of tenants and 66 per cent of leaseholders felt that the Trust keeps them well informed about things that might affect them. 

Repairs and maintenance

78 per cent of tenants who had a repair completed in the last 12 months were satisfied with the repairs and maintenance service. Tenants rated all aspects of the actual repairs service extremely high, with the attitude of workers (93 per cent) and keeping dirt and mess to a minimum (93 per cent) achieving the highest ratings. 86 per cent of tenants thought the quality and the speed of work were good. 

How are we doing compared to others?

BMG used the information provided by our general needs tenants to compare us with other housing associations, both in our region and nationally. In comparison with other landlords, the Trust is the same or above average. 

Areas where we have improved

65 per cent of tenants said they were satisfied with the opportunities we provide for participation in management and decision making. This is compared with 55 per cent in our 2003 survey.   

There has also been an increase in the number of tenants who believe that we take account of their views, which has risen by 17 per cent over the last three years, to 84 per cent. 

Where could we improve?

The reports tell us that we have made progress since our last tenant survey in 2003. However, there are still ways in which we can improve further, particularly in the way we handle complaints and about contacting us. This is a great focus for us to improve on our general customer service. 

The top issues for tenants in their neighbourhoods are parking and litter, and for leaseholders the value for money of their service charge and taking their views into account. 

The Trust has an action plan in place to improve services, and the areas that have been identified by the survey will be added to this plan, to continue the drive for excellence. We are committed to providing excellent service to all our residents, both tenants and leaseholders. 

 

Status survey graph 1

 

Status survey graph 2

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