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Content
Residents Survey 2010
The Scottish Housing Regulator expects the Association to implement clear and effective ways for informing and communicating with tenants and those receiving services. Performance Standard GS3.1 states that we 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 we should know the needs and demands of our 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 | 2010 Result | 2007 Result | 2004 Result | MI Average |
|---|---|---|---|---|
| The Association as a landlord | 99% | 98% | 92% | 92% |
| Taking account of tenant's views | 93% | 93% | 90% | 78% |
| Aware of the complaints procedure | 97% | 84% | 75% | 77% |
| Quality of services provided | 98% | 97% | 92% | 87% |
| Convenience of rent payments | 100% | 100% | 100% | 94% |
| House, services received, good value for money | 95% | 95% | 80% | 75% |
| Repairs service | 99% | 98% | 95% | 85% |
| Ease of reporting a repair | 99% | 100% | 95% | 98% |
| Overall design of home | 96% | 99% | 95% | 93% |
| Neighbourhood as a place to live | 98% | 95% | 90% | 81% |
| Length of time taken to answer telephone at office | 100% | 99% | N/A | 97% |
| Quality of advice and assistance (over the phone) | 100% | 98% | N/A | 92% |
| Quality of advice and assistance (at the office) | 91% | 89% | 94% | 88% |
| Reception area | 100% | 100% | 100% | 97% |
| Helpfulness of receptionist | 100% | 100% | 100% | 96% |
| Helpfulness of the Association's repair staff | 100% | 99% | 97% | 94% |
| Tradesmen arriving at correct time | 99% | 99% | 95% | 87% |
| Quality of repairs | 99% | 93% | 89% | 84% |
| Feeling of security in your home | 100% | 99% | 97% | 91% |
| Satisfied with heating system | 97% | 98% | 96% | 86% |
The MI average is based on the average satisfaction from 103 housing associations across the whole of Scotland. For the third time in a row we have exceed MI average figures in all categories. We have recorded improvements in satisfaction in 11 out of 21 categories with the 3 remaining the same at 100% satisfaction.
