Housing association highly rated by tenants
Published by Max Salsbury for 24dash.com in Housing and also in Communities
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The tenants of social housing provider Trent & Dove have given their landlord a 93% overall satisfaction level with the services it provides - equalling the very best score in the country.
Residents across South Derbyshire and East Staffordshire were invited to take part in the survey run by HouseMark, a provider of data analysis to the social housing sector.
The STAR (Survey of Tenants And Residents) allows social housing providers to measure tenant satisfaction and provides landlords with the means of benchmarking results against each other.
Almost 2,000 Trent & Dove Housing tenants were asked a series of questions about the landlord across seven core areas:
1. Services provided by landlord.
2. Quality of home.
3. Value for money of rent.
4. Value for money of service charge.
5. Your neighbourhood as a place to live.
6. Repairs & maintenance service.
7. Listens to your views, acts on your views.
In 6 out of 7 core survey areas, Trent & Dove ranked highly amongst the very best in the country within the upper quartile with the remaining area ranking just outside this highest group.
Other areas where Trent & Dove excelled in satisfaction included:
• Friendly and approachable staff – 93%
• Ease of reporting a repair – 93%
• Neighbourhood as a place to live - 93%
• Support of young people – 92%
• Ability to deal quickly and effectively with enquiries – 92%
The survey is repeated every three years, with the 5,700-home provider receiving an impressive overall satisfaction rating of 88% back in 2011.
David Jones, Trent & Dove's director of housing, said: “When we received our 88% satisfaction rating back in 2011 we were delighted but wondered if, having created such a high level of expectation, we’d be able to sustain or even exceed it in three years’ time.
“To continue to meet and exceed our customer expectations – especially during the implementation of welfare reform, and achieve an overall satisfaction rating of 93% speaks volumes for the customer focussed approach of our team over the past three years.
“We have always thought of ourselves as friendly and approachable but to have that validated in this way is just superb. In fact, our STAR Survey results highlighted that 100% of tenants found our customer service team in the Uttoxeter office to be friendly and approachable, which is just an outstanding result and a real testament to them."