Year ends on a customer satisfaction high-note, with further improvements planned. | News

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Year ends on a customer satisfaction high-note, with further improvements planned.

Customer satisfaction with Habinteg has reached a new high in 2012 according to KWEST Research. The company carried out a survey of all Habinteg tenants earlier in the year and the results have now been used to reflect on progress and plan for further improvements.

Based on responses from over a third of tenants, overall satisfaction with Habinteg homes and services has risen 6% since the last survey in 2004 and now stands at 85%, marking an overall rise of 16% since 2004.

Steady improvement is also reported in satisfaction with Habinteg’s neighbourhoods which has risen from 58% to 86% since measurement began in 1998. The quality of homes received a 5% rise since the last survey, whilst satisfaction with the association’s repairs and maintenance service rose by 6% in the same period, now achieving 83% satisfaction.

One of the largest areas of improvement since the last survey came in tenants feeling that their views are taken into account which now stands at 74% a rise of 12% since 2004.

“Putting tenants at the heart of our decision making has been a key area of work for us over the last four years so we’re delighted that our customers have recognised how much their input is valued.” said Director of Operations, Deborah Stephenson. “We’ve recently completed a second review of our involvement activities, so we really hope to see even more tenants get involved in the coming years.” she added.

The findings of the satisfaction survey are a key driver for Habinteg’s planning and areas for improvement resulting from this survey have already been identified for action.

One area challenged to improve is the way that reports of anti-social behaviour are dealt with. Although some improvement has been seen in satisfaction with the way reports are handled, just 56% of tenants who had reported anti-social behaviour felt that staff had been able to deal with it.

Chief Executive Paul Gamble commented:

“We know that anti social behaviour has a huge impact on people’s lives and its worrying to see media reports indicating that incidents are on the rise, in particular in relation to disabled people. As a housing association that specialises in providing accessible homes and inclusive communities this issue matters a great deal to us. Responding to reports can be complex, but we want all our tenants to feel secure and confident in their neighbourhoods as well as in their home, so we’re reviewing our procedures to ensure that we give the best possible level of support and satisfaction.

Commenting on the survey results as a whole he went on:

“It’s really encouraging to see the overall results of a great deal of hard work and dedication from staff up and down the country. We don’t underestimate the challenge of sustaining this positive performance as so much change is coming, both for the social housing sector and our tenants. Nonetheless we’re looking to see further improvements over the next few years and I look forward to working with staff, tenants and partners as we work towards this in 2013.”

A more detailed article about our customer satisfaction survey is available to read in the winter edition of Habinteg Update.