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Every three years, landlords are required to carry out a survey to find out what residents think about the services provided to them. This survey is known as the Standardised Tenant Satisfaction Survey, referred to as STATUS for short. This is required not only so that landlords can keep improving their services, but also to report back on their performance to the Tenant Services Authority (TSA). The TSA regulates affordable housing across England.
Between October 2009 and January 2010, all customers received a survey in the post from an independent research company (BMG Research) on behalf of SNH. The survey was distributed to all 2,827 SNH general needs and sheltered housing tenants. 1,613 were returned, achieving a response rate of 57%. This is the first STATUS survey undertaken since SNH began operating as a housing association.
SNH has continued to record high levels of tenant satisfaction and performed well when compared with the national average for housing associations and with the survey carried out in 2007 under the management of South Northamptonshire Council:
Nationally, 79% of housing association tenants are satisfied with the overall service provided by their landlord, whereas 86% of SNH tenants are satisfied (83% in 2007).
82% of SNH tenants are satisfied with the way in which their landlord deals with repairs and maintenance (80% in 2007), this compares with 76% nationally.
SNH (63%) performs just above the national figure (60%) for satisfaction that residents’ views are taken into account.
SNH has studied the results of the survey and is working to address the issues that have been raised. We will keep you informed of the progress made with this through SNH News and via our website. We are very pleased with the outcome of the survey and thank everyone who completed it.
A leaflet detailing the key findings was sent to all tenants, along with the executive summary for both the SNH general needs and sheltered housing STATUS surveys. These documents are available by clicking on the links below.
Status Survey - Customer Leaflet
SNH Status Survey - General Needs Executive Summary 2009-10
SNH Status Survey - Sheltered Housing Executive Summary
If you would like any further information, please contact Seema Jassi, Governance & Performance Officer.
Email: seema.jassi@grandunionhousing.co.uk
