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Tenant Satisfaction Survey 2007
The Scottish Housing Regulator expects Association to implement clear and effective ways for informing and communicating with tenants and those receiving services. Performance Standard GS3.1 states that the Association should “place the people who want to use our services at the heart of our work. We treat people with respect and are responsive to their views and priorities.” This standard also clarifies that the Association should know the needs and demands of its services users and gear services towards these needs. Against this background, the Association commissions Management Information Services to undertake periodic tenant satisfaction surveys.
The Association recorded high levels of performance across all areas of operation.
MI = Management Information
| Satisfaction With | Most Recent Result | 2004 Result | MI Average |
|---|---|---|---|
| The Association as a landlord | 98% | 92% | 91% |
| Taking views into account | 93% | 90% | 77% |
| Helpfulness of receptionist | 100% | 100% | 96% |
| Reception area | 100% | 100% | 97% |
| Quality of service | 97% | 92% | 86% |
| Explanation of Tenancy Agreement | 99% | 65% | 87% |
| Convenience of rent payment method | 100% | 100% | 93% |
| Find rent value for money | 95% | 80% | 74% |
| Easy to report a repair | 100% | 95% | 98% |
| Tradesmen arriving at correct time | 99% | 95% | 85% |
| Quality of repairs carried out | 93% | 89% | 83% |
| Aware of the Complaint Procedure | 84% | 75% | 75% |
| Satisfied with overall design of home | 99% | 95% | 92% |
| Satisfied with heating system | 98% | 96% | 86% |
| Neighbourhood as a place to live | 95% | 90% | 79% |
| Feeling of security of home | 99% | 97% | 91% |
The MI average is based on the average satisfaction from 87 housing associations across the whole of Scotland. For the second time in a row we have exceed MI average figures in all categories. We have recorded improvements in satisfaction in 13 out of 16 categories with the 3 remaining the same at 100% satisfaction.