Full satisfaction survey report available

According to our annual general satisfaction survey, carried out over July and August, tenants have noticed our services improving over the last year.

Almost 1,000 tenants took part in the survey, which is carried out by landlords like us across the country, at least once every two years. The survey covered all aspects of our services from repairs and maintenance to how we deal with anti-social behaviour and how helpful our staff are. We use the results to track our progress since previous surveys and to compare ourselves with other landlords.

Overall satisfaction has increased from 77% in 2008 to 79% this time. We are delighted that this is moving in the right direction, but we still want to do better.

In particular, you told us that:

• We are getting better at repairs and maintenance (up 2% to 75%) - we have made a number of improvements to our repairs service over the last year including extending our appointment times, getting new and improved vans for our operatives and publishing a new repairs handbook.
• We are improving the overall quality of your homes (up 3% to 77%) – we are currently investing more than £90m on improving homes. On average we are installing 21 new kitchens and 15 new bathrooms every week.
• You feel you are getting better value for money from your rent (up 4% to 73%)
• You are particularly happy with your neighbourhood as a place to live (up 1% to 84%).
• You think Housing For You is good for keeping you informed (90%, the same as last year).
• You found our staff helpful the last time you contacted us (up 1% to 86%)

But you also said that:

• You think we could improve most aspects of how we deal with reports of anti-social behaviour. In particular only 37% were satisfied with the final outcome of their report.
• You still think we need to take your views into account more (57%, the same as last year), although you also said we were good at keeping you informed (78%)

You can now download a copy of the full report from the survey by clicking below:

2009 satisfaction survey report