Performance Residents:
Overall satisfaction
91%
Care and support and sheltered
(2005 survey) 89%
72%
General needs
(2006 survey) 69%
Foyers*
69%
Shared owners and leaseholders
53%
(2006 survey) 59% 0%
20%
40%
60%
80%
100%
Top right: Jane Scammell won first prize - £100 in shopping vouchers - in the Status survey free prize draw. Above: Eleanor Spiller was our prize draw runner-up. We also gave prizes to five other residents. *There have not been any previous surveys for Foyer residents.
How satisfied are you? WE RECENTLY ASKED this question of our residents, as part of a major survey we do every three years. All social landlords are required to carry out this survey and it allows tenants and us to compare our performance with other similar organisations. This year, we had more than 2,000 responses to the survey from shared owners, residents who rent and residents in our foyers and care and support schemes. A big thanks to everyone who took the time to take part. The survey looks at satisfaction with specific services, but also overall how happy people are with their homes and services. OVERALL SATISFACTION WITH SERVICES The good news is that the majority of our residents,
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sbs
including general needs renters and residents of our care and support and sheltered schemes, are all more satisfied than they were last time we did this survey in 2005/06. SOME OTHER GOOD RESULTS INCLUDE: Satisfaction with repairs is just under 70% for all tenants and has increased steadily from 64.5% in 2006 to 70.5% in 2010 for general needs tenants. 71% of residents are happy living in their neighbourhood. More than 80% of residents in our care and support and sheltered schemes feel their views are taken into account. SOME AREAS FOR IMPROVEMENT INCLUDE: Satisfaction with repairs service for foyer residents is low at 43.7%.
marcoms@east-thames.co.uk
General needs and foyer residents are less satisfied than others that their views are taken into account (57.5% for general need stenants and 58.9% for foyer residents). Share owners are less satisfied in 2010 than they were in 2006. We need to do some work to find out why and address it. You also told us the issues you are most concerned about. THE TOP FIVE ARE: 1. Repairs and maintenance 2. The quality of your home 3. Being kept informed 4. Dealing with anti-social behaviour 5. The service you get from your support worker (for foyer, care scheme and sheltered housing residents only) We will use these results in developing our local offers, our priorities for 2011/12 and to improve and review our services.