Customer Perception Survey 2007

Results

In July and August 2007 we undertook a customer satisfaction survey which was sent via a postal questionnaire to 14,966 (50%) of our tenants.

We will in future be undertaking this survey on an annual basis with 50% of tenants covered each year allowing everyone to have the opportunity to provide feedback so that we can use the results to shape our future service delivery.

The survey was undertaken independently on our behalf by Kwest Research and 4,963 (33%) of you responded.  We’d like to thank everyone for taking the time to do so.

The survey is very detailed and can be broken down in various ways as follows:

• as a whole
• by area
• by date
• by operational unit
• by ethnic group

The results have been used to inform our service planning for 2007-09 but some headline information from the findings are:

• Six in ten tenants (62% express overall satisfaction with our services)
• Seven in ten tenants (68%) rate their rent as either very good or fairly good value
• Six in ten tenants (58%) would recommend us to a friend who was looking for a housing provider
• Eight in ten tenants (80%) believe that repairs and maintenance and the quality of homes are the two most important services we provide
• Three quarters of tenants (74%) express satisfaction with their accommodation overall
• Two thirds of tenants (65%) express overall satisfaction with the area they live in
• Six in ten tenants express overall satisfaction with the way repairs and maintenance is provided