Clydebank Housing Association announces high level of tenant satisfaction
Ninety-four per cent of respondents stated they were satisfied with the overall service.
Clydebank Housing Association (CHA) recently commissioned an independent company, Research Resource, to carry out a face-to-face tenant satisfaction survey with 430 (40%) of the association’s tenants. Ninety-four per cent stated they were satisfied with the overall service.
Sharon Keenan, Chief Executive, said:
“Thank you to each of the tenants who took the time to talk with Research Resource when they visited. Our last survey was in the year 2015/2016, and we have endeavoured to address any issues that were raised then, so we are very pleased with this years’ results, with several remaining the same and five improving, most importantly, the number of tenants who feel we treat them fairly and with respect, up from 91% to 96%. However, there are a few areas where satisfaction was lower, and we will be working hard to address these falls.”
The aim of the survey is to seek tenants’ views on the services that CHA provides and help identify areas where the service can be improved. The research was specifically designed to provide views on the following:
- the quality of information provided by Clydebank Housing Association
- quality of accommodation and the neighbourhood
- service provision, including repairs, maintenance and improvements
- tenant involvement/opportunities for participation
- value for money
Many of the results are required to be reported to the Scottish Housing Regulator, along with performance information to assist it in protecting the interests of tenants, homeless people and others who use social landlords’ services.
CHA is now in the process of responding to those tenants who wished their details to be passed on because they had ideas, comments or wished their dissatisfaction to be specifically addressed.