Tenant Satisfaction Measures Benchmarking
Earlier this year we completed our Tenant Satisfaction Measures (TSM) survey with tenants, assisted by Acuity.
This week Acuity have published data from other housing associations across England who also worked with Acuity to run their surveys. Muircroft sits in the ‘small landlord’ category as we have under 1000 homes.
There’s plenty to be pleased about from the comparison data, particularly when it comes to repairs, looking after our homes and maintaining communal areas.
How are we doing?
🔧 Repairs: 96.9% satisfied
That’s around 97 out of every 100 tenants who used our repairs service. This is well above the results for other landlords we compared ourselves with.
🏠 Looking after your home: 84.3% satisfied
More than 8 out of 10 tenants are happy that their home is well maintained.
🌿 Communal areas: 85.1% satisfied
More than 8 out of 10 tenants are satisfied with the way communal areas are looked after.
💬 Keeping you informed: 80.0% satisfied
That’s 4 out of 5 tenants who feel that Muircroft keeps them informed.
😊 Overall satisfaction: 76.5%
Around 3 out of 4 tenants are satisfied overall with the service we provide.
We’re pleased, but we know there’s more to do
These are some really encouraging results and we’re particularly pleased with the feedback about repairs and how tenants feel we look after their homes. But your feedback isn’t just about telling us what we’re doing well. It also helps us understand where we need to improve. One of the clearest messages is that we need to do more to show that we listen to your views and act on what you tell us. 63.3% of tenants were satisfied in this area, so we know there is more work to do. We also want to continue improving the way we respond to complaints and, importantly, how we learn from them.
You said, we’ll listen
When you take the time to give us feedback, we want you to know that it matters. We’ll use these results to help us:
- keep up the good work on repairs and maintenance
- continue looking after your homes and communal areas
- get better at showing you what we’ve done as a result of your feedback
- improve how we respond to and learn from complaints
- keep you informed about the things that matter to you
Thank you
We’re proud of the things you’ve told us we’re doing well, but we won’t be complacent.
Thank you for continuing to share your views. Your feedback helps us understand what we’re getting right and where we can do better. Please keep talking to us. We’re listening.