Customer Satisfaction Results: STATUS 2011
The STATUS survey is a standard satisfaction survey that all housing providers ask their customers. We have recently undertaken our second STATUS survey and are pleased to report the results.
The postal survey was sent to over 3,400 tenants (general needs and sheltered) during January and February 2011. 51% of tenants responded. A separate survey was sent to 276 homeowners and 35% responded.
High levels of satisfaction with homes and services are demonstrated in the following key findings (for general needs and sheltered tenants combined). The figures from the 2008 survey given in brackets:
All aspects of the actual repair work are rated as “good” or “very good” by 88% or more of tenants who had a repair completed in the last 12 months (88%)
86% are satisfied with the quality of their home (81%)
85% find staff helpful (81%)
84% are satisfied with the services provided by their landlord (80%)
83% are satisfied with the neighbourhood as a place to live (79%)
83% feel they obtain good value for money from their rent (80%)
83% are satisfied with the general condition of their home (77%)
80% are satisfied with the overall repairs and maintenance service (79%)
77% feel that North Lincolnshire Homes keeps them informed (75%)
67% think that their landlord takes account of their views (69%).
The repairs and maintenance service was rated as the most important service by tenants, the results below demonstrates the satisfaction within the service. 88% of those who had a repair in the last 12 months stated they were 88% satisfied with the service.
