Search Site
Public Sector Initiatives & Contracts
09/03/2010
NCHA tenant satisfaction up almost 10%
Nottingham Community Housing Association has announced the results of a survey which indicates that 87% of the tenants involved were satisfied with their housing experience, as demonstrated in the following response:
"I have had nothing but great experiences with my housing association. I have found them helpful and polite whenever I have called them with a query or problem. My repairs were made quickly and efficiently and they made me feel very welcome in my new home."
The exercise, which is carried out every two years, showed improvements in all areas with 88.5% of tenants satisfied with the overall service provided (up from 80%) and 89% finding staff helpful (up from 81%).
NCHA's own Direct Maintenance Service came in for particular praise with 94% of tenants satisfied with work done on repairs and 92% saying dirt and mess was kept to a minimum. These results contributed to a significant rise in satisfaction from tenants with the way NCHA deals with repairs from 73% to 83%. Technical services director, Paul Moat, put this down to “a dedicated Maintenance team who have put the service to our tenants at the centre of everything that we do”.
Several areas of concern in neighbourhoods have also shown big leaps in improvement from the last survey. Worries about litter and rubbish have reduced from 64% in 2007 to 26% in 2009. Vandalism has dropped from 51% to 10% and only 13% of people are affected by dog nuisance compared to 42% in 2007.
Director of housing, David Richardson, is convinced that the neighbourhood improvements are down to the formation of new Estate teams who have targeted the problem areas to great effect.
"We are delighted to see that the problem areas are all down by significant amounts,” he said, “and we shall turn our attention to car parking which the survey has shown to be the biggest problem for people now. We acted swiftly following the 2007 survey to address concerns for our tenants and they can rest assured that we shall adopt a similar attitude to the results of this latest survey.”
www.ncha.org.uk
"I have had nothing but great experiences with my housing association. I have found them helpful and polite whenever I have called them with a query or problem. My repairs were made quickly and efficiently and they made me feel very welcome in my new home."
The exercise, which is carried out every two years, showed improvements in all areas with 88.5% of tenants satisfied with the overall service provided (up from 80%) and 89% finding staff helpful (up from 81%).
NCHA's own Direct Maintenance Service came in for particular praise with 94% of tenants satisfied with work done on repairs and 92% saying dirt and mess was kept to a minimum. These results contributed to a significant rise in satisfaction from tenants with the way NCHA deals with repairs from 73% to 83%. Technical services director, Paul Moat, put this down to “a dedicated Maintenance team who have put the service to our tenants at the centre of everything that we do”.
Several areas of concern in neighbourhoods have also shown big leaps in improvement from the last survey. Worries about litter and rubbish have reduced from 64% in 2007 to 26% in 2009. Vandalism has dropped from 51% to 10% and only 13% of people are affected by dog nuisance compared to 42% in 2007.
Director of housing, David Richardson, is convinced that the neighbourhood improvements are down to the formation of new Estate teams who have targeted the problem areas to great effect.
"We are delighted to see that the problem areas are all down by significant amounts,” he said, “and we shall turn our attention to car parking which the survey has shown to be the biggest problem for people now. We acted swiftly following the 2007 survey to address concerns for our tenants and they can rest assured that we shall adopt a similar attitude to the results of this latest survey.”
www.ncha.org.uk
 |
 |
 |
