Homes on Oslac Road

New resident satisfaction results

Updated: 13 December 2018 at 08:50am

A big thank you to all of our residents who took part in our latest satisfaction survey.

Hundreds of tenants and leaseholders gave their views on the services that we provide, from the quality of repairs to how easy it was to contact us.

The ‘STAR’ survey, conducted this autumn, shows leaseholder satisfaction has increased in all key areas over the past three years, while tenant satisfaction is similar to the figure recorded during the last survey in 2015.

The rise in overall leaseholder satisfaction to 55% follows a number of initiatives to improve our services to homeowners, including regular open evenings, a review of communications materials, the launch of a new e-working group and a restructure of the home ownership team.

Tenant satisfaction in the latest survey was 81%, down one per cent on the 2015 figure.

Satisfaction among tenants and leaseholders with Phoenix listening and acting upon their views both increased from 2015 (to 66% and 45% respectively), but those who felt their community had improved over the past three years fell to 29%. More than 80% of tenants felt they were treated fairly by Phoenix, while among leaseholders that figure rose by 16% to 52%.

See a full copy of the headline results.

Phoenix Community Housing Chief Executive Jim Ripley said: “The satisfaction results reflect the ongoing hard work to provide a better experience for our leaseholders, and I’m very pleased the impact of that is being felt.

“We’re very proud to be a resident-led housing association and it’s vital that we listen and respond to what our tenants and leaseholders are telling us. It’s clear that we have more work to do in some areas, some of that through working closely with our partner organisations, and as ever we look forward to rising to that challenge.”