Clydebank Housing Association (CHA) commissioned an independent company, Research Resource, to carry out a face-to-face tenant satisfaction survey with 485 (40%) of its tenants. 93% stated they were satisfied with the overall service.
Lynette Lees, Chief Executive, said, “Thank you to each of the tenants who took the time to talk with Research Resource when they visited. The results were again really strong and are especially pleasing as it is a significant year for CHA – we celebrate our 40th Anniversary. “To know that 94% of those surveyed feel their rent offers value for money is brilliant. We are delighted that tenants recognise the efforts of our fantastic team who strive day in, day out to provide the best service possible, whilst overcoming the many challenges we all face in today’s world.”
The aim of the survey was to seek tenants’ views on the services that CHA provides and to help identify areas where the service can be improved. The research was designed to gather views on communication, customer care, accommodation, tenant involvement and key topics such as damp and mould and tenants’ physical and mental health.
Sinéad Farrell, Customer & Corporate Services Manager, said of the results, “We are just thrilled that 99% of tenants find it easy to communicate with us, felt kept informed about services and decisions and satisfied with opportunities to participate in and influence decisions. We do try our very best! We aim to exceed customer expectations so to have some exceptionally high customer care results too was fantastic.”
Many of the results are reported to the Scottish Housing Regulator (SHR) and can also be compared against other Registered Social Landlords across Scotland via the SHR’s website.
Sinéad concluded, “We know there is always room for improvement and we will take all feedback received on board. We will respond to the tenants who wished their details to be passed on.
