TENANT SATISFACTION SURVEY TOPS 82%
Tai Ceredigion revealed the results of its second tenant survey at their annual Tenant Conference on Wednesday 9th October and was thrilled to report an outstanding 82% satisfaction rating - up 9% from the first results collated in 2010.
The conference entitled “More than just a landlord” held at the National Library of Wales in Aberystwyth gave the housing association the perfect platform to report the findings and to personally thank tenants for taking part. Unsurprisingly the survey showed that ‘improving the home’ was the most important service for tenants but ‘helping people into work’ came second in order of priority.
Tai Ceredigion was delighted to receive the support of key speaker Mark Williams MP who spoke on issues affecting tenants in West Wales including the current welfare reform and bedroom tax. West Wales Credit Union and The Care Society also gave presentations on their work within the county.
The survey carried out by specialist company 'Feedback Services' recorded many high ratings including the helpfulness of staff (80%), the value for money of rent (83%), being kept informed (84%), friendly and approachable staff (86%) and the neighbourhood as a place to live (90%). All of which is then reflected in the finding that 82% of tenants are satisfied with the services provided by Tai Ceredigion. The majority of ratings were found to be higher than in 2010 when the first ever satisfaction survey was carried out.
Every Tai Ceredigion tenant received a copy of the survey which was distributed earlier this year and nearly 60% responded to it. This is an extremely high percentage and goes to show that the tenants take an active interest in the work of Tai Ceredigion and their feedback is key in contributing to how the association develops and progresses in the future.
Eleri Jenkins, Director of Housing at Tai Ceredigion said, “It was interesting to see that when tenants were asked what our service priorities should be ‘helping people into work’ came second after ‘improving their home’. This shows that housing associations are now viewed as more than just a landlord but an integral part of the community which can offer local jobs and economic stability for people.”
Margaret Washer, a Tai Ceredigion tenant and member of the Tenant Monitoring Group was heartened by the survey. “These results are outstanding and we are really pleased fellow tenants are happy. The survey results have reflected the views of the tenants we've been speaking to during our own phone surveys. We were having really positive feedback but it's great to have it officially confirmed. We are all now looking forward to Tai Ceredigion completing the internal improvements to our homes and moving onto the external works,” she said.
Steve Jones, Tai Ceredigion's Chief Executive who spoke at the conference concluded, “Tai Ceredigion is very pleased with the outcome of our second tenant’s survey which was carried out by an independent external agency. It has confirmed that our services to tenants are improving and has highlighted what more we need to be doing over the next five years. Once the initial £26m home improvement programme is complete our focus will switch to tackling poverty by building new homes, providing training and work opportunities for our tenants and helping them improve their education and health opportunities.”