It was great to speak to so many of you!
Over a 2-week period in September, we visited 20,160 of your homes to ask some questions and get a sense of what you thought about our services. We received 5,605 responses, which means that we got to speak to over a quarter of you.
Why did we do this?
The Regulator for Social Housing (RSH) has introduced a new way for all housing providers to collect information from their residents to check how they’re feeling about their landlord. These are called the Tenant Satisfaction Measures (TSM).
What were the results?
Based on all your responses to our questions, our overall satisfaction score from our renters was 62% and 38% for our shared owners. Of course, this is far lower than we’d like it to be, but it has provided us with a lot of helpful information on where we should be focusing our efforts. Although there is significant room for improvement in all areas, we received more favourable results when we asked how safe you feel in your homes and whether you agreed that you were treated fairly and with respect. This is encouraging to hear.
However, most of you agreed that you were not satisfied with how antisocial behaviour and complaints were dealt with at PA. Furthermore, you told us that your biggest cause of dissatisfaction was having issues with repairs. This is unacceptable on our part, and we must do better.
As you can see from the results below, on the whole, residents in rented accommodation were more satisfied than those of you who own your homes – although the number of people interviewed was a lot smaller.
What happens now?
Some of you may be asking "so what?" Our focus now is to get to the heart of all these issues by understanding the trends in the results.
We’re already focusing on taking ownership of issues, how we communicate with you, and giving timelines in our responses. Our next steps will be to target the areas that you were most dissatisfied with so that when we knock on your doors for our big survey later next year, we’re hoping to see some improvement.
We'll be sharing more details of our action plan in January 2024 detailing how we're going to do better for you all.
The results are separated between Low Cost Rental Accommodation (LCRA) which are shown in the blue squares and Low Cost Home Ownership (LCHO) which are shown in the purple squares.