STAR Survey - Here’s what you said...
A very BIG thank you to all our tenants and residents who took the time to complete this year’s STAR (Survey of Tenants and Residents). We very much appreciate all your feedback and have already made some positive changes to the ways we work as a direct result.
Following a couple of years of uncertainty for everyone, Housing Associations and other service providers have seen a decline in satisfaction with services. Whilst we have seen a general overall decline, in some areas we are pleased to see a number of our services received excellent feedback and scores for customer satisfaction.
Here’s a summary of what you told us and how we performed.
Overall satisfaction
85% of customers are satisfied overall. Customer Service is really important to us. Comments received highlighted that we don’t always get our communication with you right. This will be an area of focus for us in the future.
Getting Involved
We have seen almost a 10% increase with your satisfaction with opportunities to get involved. Despite the challenges of the pandemic, our team delivered a high variety of appealing opportunities that benefitted the communities in which you live.
Greenspaces
Unsurprisingly, satisfaction with how we care for Greenspaces declined. COVID-19 did mean we had to pause this service and work very differently but we are now catching up and getting back on top.
Value For Money
We are disappointed that satisfaction in this area has slightly declined. Our rents are lower than other Housing Associations in the area. Working with you, we are keen to understand how we can better demonstrate value for money.
We are looking at ways in which we can keep our rents affordable and our consultation meetings with tenants held in October will help us shape the services we provide.
Online Services
More and more of you are using our online services, an increase this year of 16%. With an increased appetite for these types of services we will be developing further opportunities for you to access our services online.
Repairs Service
88% of you said you were pleased with our repairs service, an increase on the last survey which is great news. Customer satisfaction with our repairs service is high when we compare ourselves with other Housing Associations across the country.
Your Area
We work hard to improve your satisfaction with your neighbourhood as a place to live. We also work in partnership with others who deliver services in our areas. The recent consultation with tenants will support our mission to get your priorities heard at the right tables.
Fairness And Respect
With a satisfaction rate of over 85% this is an area that means a lot to us, our tenants are at the heart of what we do and how you feel we treat you is important.
Our Priorities
Since we received your STAR feedback, we have carried out further consultation to learn how we can improve our services and shape those that are important to you. The key message coming across is that we don’t always get our communication with you right, therefore we will make sure we focus on keeping you informed and updating you regularly during the coming year.