A message from our Chairman David Butler
Working together to improve your homes and services
The Board of Muircroft Housing Association would like to thank everyone who took the time to complete our recent Tenant Satisfaction Measures (TSM) survey, issued in April.
This year, we worked in partnership with Acuity to carry out the survey. Questionnaires were sent to tenants by post, and Acuity independently reviewed all responses before providing us with the results.
In total, we received 50 responses, giving us a response rate of 49%. This was lower than last year’s response rate of 71% and is the lowest since the survey began. We are therefore very grateful to everyone who shared their feedback.
Your views are essential in helping us understand what we are doing well and where improvements are needed.
What you told us
- Overall satisfaction reduced from 95% last year to 78% this year
- We continue to perform strongly in repairs and maintenance, and in keeping homes safe and in good condition
- Tenants remain satisfied with the condition and upkeep of communal areas, both internal and external
- We are performing well in keeping tenants informed and treating customers fairly and with respect
Where we need to improve
You also told us that improvement is needed in the following key areas:
- Responding more effectively to anti-social behaviour (ASB) concerns
- Improving how we listen to and act on tenant concerns
We take this feedback seriously and are committed to addressing these areas.
What we are doing next
- We have contacted tenants who expressed dissatisfaction or raised a concern, offering a one-to-one meeting with our Housing Services Manager.
- We are reviewing how we respond to ASB concerns to improve the service tenants receive
- We will continue to strengthen how we listen to tenant feedback and provide opportunities for tenants to be involved in decision making
Our commitment to you
It is important to the Board that we have a clear understanding of how you feel we are performing, particularly in relation to the care of your home and the communal areas inside and outside the building.
The reduction in overall satisfaction is a concern, and I know the management team is working hard to address the issues raised in the survey. Having reviewed the survey responses myself, I am pleased that most tenants feel that we are doing a good job, especially with regards to the support element of our work. It is clear we need to be better at communicating how we are dealing with ASB cases and I am pleased that this is now a priority area for review.
The Board remains committed to listening to tenants and improving opportunities for you to provide feedback on our performance. Thank you again for taking the time to share your views.
If you would like to provide further feedback or discuss any concerns, please do contact your Housing Support Officer.
