Results of Service Survey 2011
Thank you to all our tenants who completed the Standardised Tenant Satisfaction Survey (STATUS) that was sent out during 2010 and congratulations to the 12 lucky prize winners.
The response rate of 46% was good and similar to the previous survey in 2007. We used the same independent research company (Kwest) and consequently are able to compare our results in detail with those of 3 years ago. All housing associations are required to carry out the standardised survey so we can also compare ourselves on a national basis.
The 3 main indicators used by our regulator the Tenant Services Authority to gauge performance are shown in the table below. It was very pleasing to see that we are again in the top 25% for all indicators and that we improved on 2 out of 3 results as compared to 2007.
| Key survey questions | Arcon 2010 satisfaction scores | Arcon 2007 satisfaction scores | National Top 25% benchmark |
|---|---|---|---|
| Satisfaction with the overall service provided by your landlord | 89% | 91% | 87% |
| Satisfaction with how your landlord deals with repairs and maintenance | 89% | 86% | 83% |
| Satisfaction with tenant views being taken into account by your landlord | 75% | 67% | 70% |
Kwest’s analysis of the results showed that satisfaction levels have increased across a range of key service areas since 2007 and noted that there was an increase in the number of tenants who now felt that they were very satisfied with different aspects of the service we provide.
As in 2007, tenants view repairs and maintenance and the overall quality of their homes as the most important areas of service. The majority of tenants also, when asked what Arcon’s priority area of service should be for the next 12 months, selected modernising windows, kitchens and bathrooms.
The information provided by the survey is one of the key factors used by the staff and Board in setting budgets and the business plan. It also allows us to work out how we can better deliver and improve on the service we provide to our tenants.
A full version of the main report is available here. If you would like a printed copy of the full report please contact Karen Moore at the office.
Added 12 May 2011
