In December 2005, the Association carried out a Customer Satisfaction Survey, to find out tenants views on how we continue to improve our services. We are pleased to note some of the many positive aspects of our services where satisfaction levels are high. Some key areas include:
Overall Satisfaction with the Association as a Landlord
This represents a slight decrease in overall satisfaction from 88% in 2002 to 86% in 2005, however, the percentage of dissatisfied tenants has fallen from 7% in 2002 to 5% in 2005.
| Satisfied or Very Satisfied | Dissatisfied |
|---|---|
| 86% | 5% |
Strength of information and communication between the Association and Tenants
This represents an increase in satisfaction levels from 93% in 2002 to 95% in 2005.
| Satisfied or Very Satisfied | Dissatisfied |
|---|---|
| 95% | 3% |
Satisfaction with the Repairs Service
This represents an increase in satisfaction levels from 71% in 2002 to 81% in 2005. Dissatisfaction has fallen from 18% to 9%.
| Satisfied or Very Satisfied | Dissatisfied |
|---|---|
| 92% | 4% |
Satisfaction With Your Home
Satisfaction has fallen slightly from 94% in 2002 to 92% in 2005.
| Satisfied or Very Satisfied | Dissatisfied |
|---|---|
| 92% | 4% |
As a tenant controlled organisation we are committed to continually improving our services and we will regularly seek the views of our customers.
One area that we have noted that could be further improved, as a result of your feedback is in relation to participation and consultation.
| Result | Comments |
|---|---|
| Only 11% of survey participants are members of the Association. | Of those who are not members only 55% are aware of how to become a member. |
| Only 58% are aware that they can get involved in the decision and policy making of the Association. | When asked about preferred level of involvement however 87% indicated that they are happy just to be kept informed about what’s happening within the Association. |
| When asked about preferred ways of becoming involved, 45% are happy to receive regular information with 27% interested in taking part in consultation surveys. 43% indicated that they are not interested. | It is the Association’s intention shortly to review and further develop the Tenant Participation Strategy to ensure that our tenants are informed about all aspects of our work and are able to participate in and influence decisions. We are fully committed to involving tenants in our decisions including agreeing policies and other key documents and wish to establish the methods preferred by tenants. |