North Wales Housing on upward trajectory with tenant satisfaction
North Wales Housing has seen a five per cent annual uplift in tenant satisfaction, up to 83 per cent, according to its latest survey results.
The housing association, which provides homes and delivers services to more than 2,700 households across North Wales reports that its score is at the highest level for a decade and leaders say they are ‘absolutely committed’ to further improvements.
North Wales Housing has seen scores improve or remain the same across all areas including safety and security, neighbourhood as a place to live and trust.
There has been a five per cent uplift in repairs and maintenance satisfaction, from 69 per cent to 74 per cent in the last 12 months after a concerted effort to get repairs ‘right first time’.
85 per cent of tenants surveyed said they are satisfied with the safety and security of their home and 82 per cent say that their rent represents good value for money.
Overall satisfaction is highest for retirement age tenants (91%), but this year has seen a 16% increase in satisfaction amongst 16-34 year olds (87% v 71%). In contrast, the least satisfied age group is now 35-49 year olds (77%).
The STAR tenant satisfaction survey was undertaken by ARP research, with 810 residents taking part.
Claire Shiland, Operations Director at North Wales Housing, said; “It is so important to us that we hear our residents and understand how we can best meet their needs, so we are reassured that satisfaction has improved in response to changes we’ve made in the past year.
“We found that being easy to deal with, getting repairs and maintenance right, opportunities to take part in decision making and providing good grounds maintenance were key drivers to overall satisfaction.
“It is promising to see scores improving but we do not take this lightly and know that we have more work we plan to do, particularly to continue listening to tenants’ views and creating more opportunities to contribute to and influence decision-making.
“We are currently recruiting more tenants to join our tenants’ panel or tenants’ forum, which are two of the key ways to play a part in North Wales Housing services and how they are run. I’d definitely encourage anyone who is interested to get in touch.
“We are extremely grateful to all those who took the time to respond to this survey.”
69 per cent of respondents shared that they are satisfied that North Wales Housing listens to their views and acts on them and 63 per cent with taking part in decision making.
The majority of the housing association’s scores are now generally on par with Welsh Government benchmarks.
North Wales Housing is currently recruiting for residents to join its tenants’ panel or forum. The groups offer opportunities to play a part in decision making, learn new skills, meet other residents and share ideas or concerns. Those interested should get in touch with Iwan Evans on 01492 563232 or [email protected]
