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Survey reveals high satisfaction


Published by Neil Shaefer for Railway Housing Association in Housing and also in Communities

Residents at the 2013 conference Residents at the 2013 conference

A survey has found high satisfaction levels amongst residents living in properties owned by Railway Housing Association.

The independent survey was commissioned by Railway Housing Association to measure how people living in its 1,400-plus properties felt about their homes and the service they receive from their landlord.

Every resident was surveyed and 797 (55%) responded. Surveying every resident is quite unique as many landlords only survey a small sample of residents and don’t get such a high response rate.

The new survey revealed that overall, 89% of tenants (nine in ten) are satisfied with the overall service provided by Railway Housing Association. Only 3% of residents are dissatisfied with the service they receive.

The survey also revealed:

- 93.% of tenants are happy with the quality of their home and their neighbourhood as a place to live

- 91% consider the rent they pay to be good value for money

- 92% consider they are kept well informed by the Association

- 85% of respondents are satisfied overall with the Association’s repairs and maintenance service

Anne Rowlands, Chief Executive of Railway Housing Association, said: “We work very hard to ensure the people who live in our homes are happy to be a tenant of Railway Housing Association, so this survey is very pleasing, especially as it puts us amongst the best performing social landlords in the North.

“The fact 9 out of ten residents who returned surveys said they were satisfied is proof we are delivering good services in a number of areas.

“We do not rest on our laurels however and even though the number of people who were dissatisfied with our service is very low, our job now is to analyse these results so we can address any concerns they may have.

“We are committed to continuous improvement and our aim is to reach 90%-plus satisfaction levels when the next survey takes place in 2015.”


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