Newsletter Issue 6
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Tenants Association Newsletter May 2007 |
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2007 Tenant Satisfaction Amanda Garrard, Executive Director of Pennine Housing attended the Federation meeting on 27th June to give us some feedback from the Tenant Satisfaction Survey. 
She explained that the Housing Corporation expects all Housing Associations to carry out a Tenant Satisfaction survey every 3 years. The Housing Corporation also decides which questions should be asked in the survey; this is so they can compare the results of similar sized Housing Associations as a way of assessing their performance. Pennine's survey was carried out earlier this year and the results have just been released by the independent organisation conducting the survey. Amanda explained that 5306 surveys had been sent out and 51% had been completed and returned; so the results should give us a good indication of how Pennine tenants feel about the way their homes and communities are managed. However, she also explained that 79% of the respondents have been tenants for more than 3 years, 56% were over 60 years old and 95% were white British, so the results don't give the full picture. Satisfaction with homes and neighbourhoods The survey results show that 78% of tenants are satisfied with the overall service provided by Pennine, 77% feel they get value for money and 84% are happy with their accommodation. Satisfaction is highest in Central Halifax, this has changed since the last survey when Lower Valley (Brighouse, Elland and Rastrick) were the most satisfied tenants. North Halifax tenants are less satisfied (74%). 79% of tenants are satisfied with their neighbourhoods, the main problems respondents identified were litter, vandalism and dogs. |
Contacting Pennine 64% of respondents had contacted Pennine in the previous 12 months (77% by phone) and the main reason for making contact was repairs. 82% were able to speak to the right person and 82% found the staff helpful. Repairs Service 70% of respondents had requested a repair in the last 12 months, 77% were satisfied with the service they received. 94% thought the attitude of the workers was very/fairly good and 89% thought appointments were very/fairly good. Communicating with Pennine 83% of survey respondents thought Pennine was good at keeping tenants informed, 71% thought that Pennine took their views into account when making decisions, 56% were satisfied with the opportunities to take part in management and decision making - only 5% were dissatisfied. Improving Services The 3 most important services for tenants are repairs & maintenance, overall quality of homes and value for money Allocations and Lettings There was a general lack of understanding on the current lettings system and 53% of respondents knew nothing about Choice Based Lettings. 18% were considering moving homes in the next 3 years - 70% would move to another Pennine home, 8% were interesting in owning their own home. What does the Tenant Satisfaction Survey tell us?
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