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2009 Survey Results

The results are in from last year's Customer Satisfaction Survey. The survey we use is based on the national survey form used by all providers of social housing every 3 years, and the results are used as a way of comparing how well landlords are doing nationally.

Last September we sent out the survey form to every tenant and shared owner. We had an excellent reply rate; 47% of tenants responded and 57% of shared owners responded

What did our customers tell us about our services? The overwhelming response was that we were providing good services, and we are getting better. The National Housing Federation carried out the survey on our behalf; as their survey report says, “the results from the survey demonstrate that tenants (and shared owners) believe that Advance Housing is providing a good housing service. Overall, 87% of tenants (and shared owners) were satisfied with landlord services. Tenant satisfaction with the condition of the property (82%), quality of the home (89%), the helpfulness of staff (84%) and the neighbourhood (88%) was high.”

All of these results were higher than when we last surveyed tenants in 2006.

The report goes on to say “Encouragingly, tenant satisfaction with overall services was 2% higher than in 2006 …. Neighbourhoods (5% higher), overall repairs service (4% higher), staff ability to deal with problems (3% higher).”

Our overall customer satisfaction result identifies Advance Housing as one of the top 25% performing social landlords in the country.

You can download the summary report from this page.

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