What is the tenant satisfaction survey?
Between November 2016 and January 2017, we sent a survey to our tenants asking them to tell us what they think about the services that Your Homes Newcastle and our repairs and maintenance provider, Newcastle City Council, provide to them.
150 surveys were completed and returned, providing a response rate of 27%. The survey was carried out by post with tenants also given the option to complete the survey on-line. The survey was previously undertaken in 2014.
Summary of results
The table below summarises the results. We were only able to compare the general needs tenants’ responses with the 2014 responses because in 2014 the survey was only sent to general needs tenants and not tenants living in our supported housing schemes (This is housing provided with the supply of support) .
Results
|
|
2014 – General needs tenants |
2016 – General needs tenants |
2016 – Supported housing tenants |
|
Satisfaction with the overall service provided |
84% |
92% |
91% |
|
Satisfaction with the overall quality of the home |
90% |
92% |
96% |
|
Satisfaction with the neighbourhood as a place to live |
58% |
82% |
83% |
|
Satisfaction that the rent provides value for money |
77% |
85% |
93% |
|
Satisfaction that the service charge provides value for money |
52% |
60% |
88% |
|
General satisfaction with the way the landlord deals with repairs and maintenance |
80% |
82% |
80% |
|
Satisfaction with the most recent repairs service |
81% |
75% |
86% |
|
Satisfaction that the landlord listens to views and acts on them |
77% |
74% |
81% |
What do the results show?
In general, the 2016 results are better than the 2014 results, with statistically significant improvements in:
- Satisfaction with the overall service provided
- Satisfaction with the neighbourhood as a place to live
- Satisfaction that the rent provides value for money and
- Satisfaction that the service charge provides value for money.
Two of the areas surveyed in 2016 for general needs tenants had satisfaction levels lower than their 2014 results, although the differences were not statistically significant. These were satisfaction with the most recent repairs service and satisfaction that the landlord listens to views and acts on them.
Further, more detailed information is available in the full report. If you require further information or would like a copy of the full report then please contact us via InfoLeazeshomesYHN@newcastle.gov.uk or call 0191 278 8784 and we will get this sent through to you.
What next
We are keen to get further information from our tenants about:
- What services they would like to see improved
- Changes that they would like to see made and
- Their ideas for service improvements
We will be contacting all tenants to invite them to participate in a service improvement event, which will take place over the summer of 2017.