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.
